Donnie Kenneth | Source | Vice President, Marketing at Total Expert
Donnie Kenneth
Vice President, Marketing at Total Expert
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Donnie Kenneth is Vice President of Marketing at Total Expert, which enables modern financial institutions to engage and guide consumers through complex financial decisions by providing purpose-built tools that fuse digital communications and human interactions.
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Total Expert (https://totalexpert.com/)
Vice President, Marketing
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Unified Customer Journeys: Overcoming Fragmentation for Seamless Experiences
Donnie highlights the challenge of fragmented customer data, advocating for a centralized platform to enhance experiences. He emphasizes using agentic AI for routine tasks, freeing human agents for complex issues. "Bringing your organization’s system of intelligence and system of action together is key," he says, ensuring agents have full customer context for seamless transitions. -
2025 Customer Service Trends: Personalization and AI Lead the Way
Donnie predicts a life-centric approach to personalization, focusing on life milestones over demographics. Additionally, AI adoption will enhance customer intelligence systems. Donnie says, "These trends will allow companies to better nurture customer relationships."
