Why is AI now critical for call center customer experience?: Michael Hutchison, Head of TME & Customer Experience

Published in: CustomerThink | September 4, 2025

CustomerThink interviewed Michael Hutchison, Head of TME & Customer Experience of eClerx to understand how GenAI is changing the customer service game.

With 80% of customer service ops already using some GenAI, and a full AI-enabled transformation expected by 2028, many leading enterprises are seeing the results in reduced costs and improved customer experiences. However, insufficient expertise or internal resistance may be holding some organizations back.

Michael breaks down how contact centers can begin the journey of AI transformation, including the use of AI-powered chatbots, and offers practical tips- from selecting the right use cases to increasing AI literacy across the workplace.