As Chief Marketing Officer, Annie leads the marketing and communications team responsible for building reputation, engagement, and demand across the globe. Prior to this role, Annie spent three years as both the Chief Marketing and People Officer for Uniphore, which included leading all functions of marketing and HR. Before joining Uniphore, Annie was part of the leadership team at NIO, a next generation car company, leading US marketing and communications from startup through a successful IPO. Previously, Annie held various strategic communications and marketing roles for the global technology giant Cisco for nine years. Throughout her career, she has counseled and partnered with some of the world’s most senior corporate and government leaders and their teams. She has a passion for building companies, great spaces and achieving incredible things with stellar teams. Annie is an advisory board member for the Leavey School of Business at Santa Clara University. She resides in Saratoga with her husband and three young children.
Annie Weckesser, CMO at Uniphore, a conversational automation tech company, told CMSWire that supply chain-related delays have resulted in higher-than-ever call volumes and an increase in the overall complexity of calls. As a result, many brands have doubled down on AI-driven self-service and automated agent assistance technology.
"Part of that real-time guidance includes managing customer emotions, which can run high, especially when items are delayed or scarce," explained Weckesser. "By using AI to analyze customer emotion and intent, even the greenest agents can adapt their call tactics as needed. That can significantly lower the stress on both ends of the line and add a positive note to customer experience — at exactly the moment when it’s needed most."
https://www.cmswire.com/customer-experience/how-brands-can-keep-customers-happy-during-supply-chain-shortages/