Name: Optimizing customer experience with AI
Start: 2023-05-18T21:00:00Z
End: 2023-05-18T21:00:59.000Z
Location: BrightTALK

Data is the foundation of any organization and therefore, it is paramount that it is managed and maintained as a valuable resource. 

Subscribe to this channel to learn best practices and emerging trends in a variety of topics including data governance, analysis, quality management, warehousing, business intelligence, ERP, CRM, big data and more.

Decision intelligence promises to augment human judgment with AI-derived insight, but governance frameworks have not kept pace. When an AI system contributes to a decision, who is accountable for the outcome? How do we trace the information that informed the decision back to its sources? What documentation must exist before the decision is made, and what must be preserved afterward? These questions become urgent as AI moves from analysis into action.

This session presents a governance framework for AI-assisted decisions built on the distinction between lineage and provenance. Lineage documents the flow of data through systems: which sources informed the AI, through what transformations, with what dependencies. Provenance records the history of specific values: who created them, when they were modified, and what parameters governed their treatment. For decision governance, both are necessary. Lineage shows the decision drew on approved sources through documented pipelines; provenance ensures specific values can be traced through a custody chain.

Particular attention is given to retrieval-augmented generation, where decisions may be informed by content retrieved from knowledge bases. Governance must begin at ingestion, documenting sources before they enter the system. Access controls must filter retrieval by permissions. Citation trails must connect generated outputs to retrieved passages and original sources. The session examines what governance can automate and what it cannot.

Key Takeaways:
- Decision governance requires both lineage (system flows) and provenance (value histories).
- RAG systems require governance from ingestion through retrieval to output.
- Accountability cannot be automated; governance must preserve human responsibility.
- Citation trails enable defensible AI decisions.

Governing the Decision: Accountability in AI-Assisted Intelligence

AI governance presents an architectural challenge that centralized approaches cannot solve. Monolithic review processes create friction that development teams bypass; purely decentralized models produce inconsistency that regulators will not accept. The session presents a federated architecture for AI governance: central functions set policies and standards while domain functions retain authority to adapt implementation within defined thresholds for risk, financial impact, and infrastructure cost.

This federated model rests on five components: policies and standards that define acceptable use; governance structures that distribute authority appropriately; risk assessment processes that scale from self-service questionnaires to expert review; technical infrastructure including model registries and automated policy enforcement; and monitoring systems that track drift, accuracy, and fairness over time. Each component must be designed for the distinctive nature of AI: algorithms that learn and change, rather than fixed logic that can be reviewed once and approved indefinitely.

The session traces a maturity progression from experimentation through restricted deployment to production scale, with governance controls calibrated to each stage. Participants will examine how permission models, audit schedules, and oversight intensity can be tiered to match risk levels, avoiding both the paralysis of excessive control and the exposure of insufficient oversight.

Key Takeaways:
- Federated governance balances consistency with domain-appropriate flexibility.
- Five components (policies, structure, risk assessment, infrastructure, monitoring) form a complete architecture.
- Tiered permission and audit models match oversight intensity to risk level.
- Maturity progression from experimentation to production requires different controls at each stage.

Architecting AI Governance: Federated Models That Scale

In the world of business analytics, technical accuracy does not equate business impact. Without the trust of leadership, even the most sophisticated analytics models fail to translate data into action. Data managers must recognize the critical gap is not in the data, but in the narrative they present. 

In this session, Google’s Jiaxi Zhu will introduce a four-part, narrative-driven analytics framework for bridging the divide between analytics and real-world business outcomes. 

Through in-depth examples, he will demonstrate how to:
- Design analytics models with action in mind.
- Frame outputs in a decision-ready context. 
- Shape complex insights into coherent, compelling stories that drive action.

From Insights to Impact: Building Narrative-Enabled Analytics to Drive Executive Decision-Making

In a world where AI, automation, and digital systems are advancing faster than most organizations can keep pace, the real differentiator isn’t the technology itself, it’s the culture behind it. Innovation cannot thrive in environments where teams are overwhelmed, siloed, or unclear about how to adapt. In this session, Theo Harvey reveals how leaders can build a foundation for continuous innovation, enabling teams to navigate uncertainty with confidence and creativity.

Drawing from his two decades as a senior engineering leader at Cisco and his current work as CEO & Co-Founder of SynsorMed—a Google-backed digital health company—Theo shares practical frameworks for cultivating accountability, adaptability, and human-centered innovation. Attendees will learn how to shift from reactive problem-solving to proactive idea generation, fostering a culture where creativity is an everyday practice rather than a special event.

Whether your organization is scaling AI adoption, modernizing information systems, or leading large-scale transformation, this session provides actionable strategies for aligning people, processes, and technology. The result: teams that are more engaged, more empowered, and more equipped to turn complexity into opportunity.

Attendees will learn:
- How to build a culture where innovation is habitual, not hierarchical.
- The connection between accountability, adaptability, and creativity.
- Frameworks for driving progress amid uncertainty and rapid technological change.
- How to inspire teams to turn ideas into implementation with speed and clarity.

Innovation Starts With You: Building a Culture of Creativity in the Age of AI

Healthcare organizations are generating more data than ever before, yet meaningful insights remain out of reach due to siloed systems and fragmented infrastructures. In this session, Anita Nayak, Founder and CEO of ClinDCast, explores how interoperability is transforming healthcare analytics from reactive reporting to real-time intelligence. She’ll reveal how breaking down data silos across EHRs, labs, and payer systems can dramatically enhance decision-making, predictive accuracy, and patient outcomes.

Through real-world examples, Anita will share how ClinDCast has helped healthcare networks unify disparate data sources using HL7 FHIR, API orchestration, and master data mapping frameworks. Attendees will gain a practical understanding of how integrated data models reduce manual reporting, strengthen clinical insights, and enable proactive care delivery.

Participants will leave with actionable strategies to:
- Build interoperable data architectures that scale analytics.
- Overcome technical and organizational barriers to data integration.
- Champion a culture of data ethics, integrity, and shared accountability.

Join this session to learn how interoperability is not just a technical goal—but a strategic pathway to better care, smarter operations, and a truly connected healthcare ecosystem.

Bridging Data Silos: How Interoperability is Shaping the Future of Healthcare Analytics

By 2026, most organizations aren’t struggling with a lack of data — they’re struggling with turning that data into something leaders can actually use. The gap between “collecting data” and “making decisions with it” has never been wider. This session will help you to close that gap.

Tune into this webinar from CEO and industry thought leader Eugina Jordan to learn:
- What’s changing in 2026: the rise of governed AI access, unified metadata layers, predictive correlation engines, and analytics workflows that run continuously instead of once a quarter.
- A clear, step-by-step architecture for building analytics that scale — from data ingestion and quality controls to semantic layers and real-time operational dashboards.
- How to govern AI and analytics together, so insight generation doesn’t outpace your security or compliance posture. RBAC/ABAC integration, auditability, data lineage requirements, and context-aware access policies. 
- How to enable self-service analytics while protecting quality and preventing shadow AI or shadow dashboards.
- How to prove ROI, with simple ways to tie analytics outcomes to operational efficiency, revenue lift, or risk reduction.
- Case studies showing how companies reduced insight lag, increased forecast accuracy, and improved decision velocity by fixing just a few critical parts of their data pipeline.

If you want a session that gives you frameworks you can implement immediately, this is it. You’ll leave with a checklist, a reference architecture, and actionable steps to build a data organization that finally produces insights leaders trust — and use.

2026 Data Insights Playbook: How to Build It, Govern It, and Prove ROI

Organizations are investing more in data than ever, yet many still struggle to translate those assets into clear, actionable insights. In this session, industry thought leader Farid Sheikhi will explore practical strategies to eliminate data chaos, strengthen governance, and build an insights-driven enterprise equipped for 2026 and beyond.

Attendees will learn:
- How to eliminate data chaos by strengthening governance, definitions, and data visibility across the enterprise.
- A practical blueprint for becoming an insights-driven organization, including the maturity stages that matter in 2026.
- How to operationalize analytics and GenAI so insights move beyond dashboards and drive real decision-making.
- Actionable strategies to convert data investments into measurable business impact, including culture, process, and technology enablers.

From Data Chaos to Clarity: Building an Insights-Driven Enterprise in 2026

As AI capabilities expand, a common assumption takes hold: that analytics will gradually be absorbed into automated systems, with human analysts playing a diminishing role. This session challenges that assumption. AI excels at pattern detection, summarization, and prediction at scale; but analytics provides something AI cannot automate. Verification against business context, interpretation for stakeholders, accountability for decisions, and iteration based on feedback remain irreducibly human contributions. Analytics is not being replaced; it is being repositioned as the last mile of insight.

The session examines how the relationship between AI and analytics is shifting. AI handles volume and velocity; analytics supplies judgment and meaning. Organizations that understand this complementarity can design workflows where AI accelerates the routine while analysts focus on the consequential. Those who misunderstand it risk automating the wrong things: optimizing speed while losing the interpretive depth that makes data valuable.

Drawing on research into how AI affects analysts of varying skill levels, the session also addresses a differential effect: experienced analysts often find AI amplifies their creativity and productivity, while less experienced staff may feel threatened or displaced. This has implications for hiring, training, and team design that analytics leaders cannot afford to ignore.

Key Takeaways:
- AI and analytics serve complementary functions; substitution narratives misread the opportunity.
- Verification, interpretation, accountability, and iteration remain human responsibilities
- Experienced analysts benefit disproportionately from AI augmentation; organizations must design for this differential.
- The strategic value of analytics increases, not decreases, as AI capabilities expand.

The Last Mile: Why Analytics Matters More in an AI-Driven World

The customer journey doesn't live in one department. It stretches across marketing, sales, finance, and support — and along the way, manual processes, disconnected tools, and slow handoffs create gaps that frustrate customers and weaken business performance. From invoices that go unpaid, to limited visibility into cash flow, to rising churn, enterprises are feeling the impact of these disconnects in tangible ways that affect the bottom line.

This session cuts through the GenAI hype to focus on practical, safe, and measurable implementation across end-to-end customer process flows. You'll discover methodologies for identifying which problems are worth solving first, how to integrate manual and digital steps into one intelligent workflow, and where human oversight remains essential to prevent costly mistakes. We'll also dig into real-world strategies for managing GenAI's inaccuracies — ensuring invoices are correct, forecasts are reliable, and customer interactions build trust instead of risk.

Join Eugina Jordan, CEO and Co-Founder, YOUnifiedAI, as she reveals proven approaches to GenAI implementation that deliver measurable business outcomes across critical enterprise functions.

- Identify high-ROI opportunities for GenAI implementation across three critical workflows: invoicing, cash flow management, and customer retention
- Implement effective human-in-the-loop protocols that mitigate GenAI hallucinations while maximizing automation benefits
- Design cross-functional workflows that eliminate departmental silos and create seamless customer experiences
- Develop practical metrics to measure GenAI's impact on revenue acceleration, operational efficiency, and customer satisfaction
- Apply a strategic framework for scaling successful GenAI implementations across your organization

Transforming the Customer Journey with GenAI Across the Enterprise

Support teams are at a critical inflection point, with GenAI reshaping customer expectations overnight. While automation promises efficiency, it often creates impersonal experiences that damage loyalty. The most successful organizations are discovering that GenAI's true power lies not in replacing human interactions, but in strategically enhancing them at every touchpoint.

Generative AI offers transformative potential for support experiences, but only when implemented with a human-centered approach. This session defines GenAI specifically within the support context and explores practical applications that benefit both end-users and support agents. You'll discover how intelligent automation can scale operations while simultaneously improving satisfaction metrics across your support ecosystem.

Join Phyllis Drucker (Influencer, EZ2BGR8 Service Management) to explore proven frameworks for implementing GenAI solutions that put people first while driving measurable business outcomes.

Key Takeaways:

- Find the right balance between scaling support operations and maintaining customer satisfaction
- Implement GenAI-powered chatbots that deliver near-human experiences through contextual understanding
- Create customized, tailored responses that increase satisfaction and engagement 
- Establish measurement systems that quantify GenAI's impact and inform future initiatives
Develop a practical roadmap for implementing GenAI in support functions, regardless of your starting point

Human-Centered GenAI Support: Winning Customer Loyalty in the Automation Era

Despite massive investment and executive enthusiasm, most organizations implementing GenAI remain stuck in perpetual pilot purgatory. Behind the headlines and hype, a select group of companies has quietly crossed the chasm from experimentation to enterprise-wide transformation—achieving what their competitors merely discuss in boardrooms. Their secret isn't better technology, but rather a systematic approach to implementation that balances ambition with pragmatism.

GenAI's true power lies in enterprise-wide applications—reimagining customer experiences, supercharging product innovation cycles and transforming operational efficiency across every business function. The question isn't whether to implement GenAI, but how quickly you can transition from experimentation to organization-wide transformation while balancing innovation with responsible governance and ethical considerations.

Join Pankul Chitrav (Application Release Engineer, TD Bank) to discover how your organization can build an actionable GenAI roadmap that delivers immediate business impact while positioning you for sustainable competitive advantage.

Key Takeaways:

- Explore how leading organizations are applying GenAI to create tangible business value across functions
- Learn specific strategies to expedite product development, content creation, and decision-making through GenAI implementation
- Master techniques for streamlining operations while delivering hyper-personalized services at scale
- Gain actionable insights on governance frameworks, ethical considerations, and sustainable GenAI adoption strategies

Unleashing Generative AI: Transform Business Strategy from Concept to Competitive Edge

With AI tools exploding, organizations today are bombarded with new technical tutorials and prompt engineering tactics. But they often become obsolete within weeks. While competitors chase fleeting GenAI techniques, the true competitive advantage lies not in mastering specific tools, but in cultivating something far more fundamental. This presentation reveals the missing catalyst that transforms GenAI from a specialized technology into an organization-wide force multiplier.

The challenge isn't in teaching your teams how to use GenAI—they're already adopting it in their personal lives. It's in creating an environment where innovation flourishes organically across all levels of your organization. Brian Kirsch demonstrates why empowering employees to apply their unique job expertise to GenAI implementation delivers more sustainable results than top-down technical approaches. Learn how to establish the right framework that enables continuous innovation without requiring constant retraining as the technology evolves.

Join Brian Kirsch, IT Instructor and Industry Expert, to discover the one evergreen principle that drives successful GenAI adoption across organizations of all sizes.

Key Takeaways:

- Understand why traditional GenAI implementation approaches fail to deliver lasting competitive advantage
- Learn to empower employees at all levels to become drivers of AI innovation without technical expertise
- Discover a sustainable framework for GenAI adoption that remains effective despite rapid technological changes
- Gain practical strategies for fostering an environment where AI-driven innovation flourishes organically
- See real-world examples of how simple ideas can create profound change across departments

Unlocking the Secret to Sustained Innovation with GenAI

Generative AI is rapidly transforming collaboration by enabling capabilities such as summarization, workflow automation, translation and more. Generative AI offers the potential to fundamentally transform how teams and individuals collaborate and create, eliminating mundane activities and fostering innovation.

In this session, we’ll explore how Generative AI is changing the workplace collaboration landscape, including availability of tools within collaboration applications, third-party tools, and studios enabling custom AI tool creation. We’ll look at organizational strategies and share real-world examples of approaches that achieve measurable success. We’ll also look at security, compliance, and governance concerns to minimize risk.

Key Takeaways:

- Learn how to identify and implement the right Generative AI tools for your team's specific needs, whether that means using built-in features in existing applications, integrating third-party solutions, or building custom tools for unique workflows.
- Understand how to create a foundational strategy for introducing Generative AI into your organization, including understanding which collaborative tasks can be automated to free up time for strategic work.
- Gain knowledge to evaluate and address security, compliance, and governance risks associated with Generative AI, enabling you to implement these tools responsibly and minimize potential liabilities.
- Discover how to measure the success of Generative AI initiatives by measuring before and after improvements resulting from implementation.

Leveraging Generative AI to Improve Collaboration

Storytelling is one of humanity's oldest tools—yet in the corporate world, its power remains largely untapped. Every day, brilliant business ideas die silently, buried beneath technical specifications and corporate jargon. The result? Missed opportunities, disengaged stakeholders, and strategies that never reach their potential. What if you could break this cycle and transform how your ideas are received and implemented?

With GenAI, business leaders can go from dense and technical business language to persuasive narratives that connect and convert. By leveraging AI-powered storytelling techniques, operations leaders, IT professionals and transformation executives can overcome the traditional disconnect between technical teams and business decision-makers, creating alignment that accelerates adoption and drives measurable outcomes. For professionals working in enterprise processes, AI operations, and digital transformation, this capability isn't just nice-to-have—it's essential for ensuring your initiatives receive the right support and resources.

In this session, Inigo Antolin (Head of Data Management and Governance at The British Council) reveals how to harness GenAI to transform your business communication from forgettable presentations into strategic narratives that drive action and results.

Key Takeaways

- How the storytelling gap is undermining enterprise process improvements and technology adoption in data-driven organizations
- Practical frameworks for using GenAI to translate complex technical concepts into compelling business narratives
- Techniques to customize your storytelling approach for different stakeholders across the enterprise
- Ready-to-implement GenAI tools and prompts that enhance communication effectiveness without requiring creative expertise
- Measurable business outcomes achieved by organizations that have mastered GenAI-powered storytelling in process transformation initiatives

GenAI Storytelling: Turning Technical Complexity into Business Impact

Customer retention has never been more important - or challenging. With rising acquisition costs, keeping the customers you already have is paramount, but they're constantly bombarded with competing offers. The key to standing out and fostering loyalty lies in delivering personalized experiences that make them feel valued and understood. Are you truly leveraging your customer data to create these stickier relationships?

The surge of customer data coupled with fragmented digital touchpoints presents a complex challenge. Many companies are overwhelmed - struggling to translate raw data into actionable insights and personalised experiences that resonate with individual customers. Traditional marketing tactics fall short, leading to missed opportunities to build lasting relationships, drive loyalty, and achieve sustainable growth. This is precisely why embracing a connected customer strategy has never been more critical.

Join Anna Samkova, Co-Founder & Strategic Advisor at Albany Advisory, for this session to explore how to unlock exponential growth by turning customer data into personalized experiences with the C.L.I.E.N.T. Growth Framework.

Key Takeaways:

- Implement the C.L.I.E.N.T. Growth Framework to transform raw customer data into a powerful engine for personalization
- Discover proven strategies to activate data in ways that feel personal, purposeful, and commercial
- Gain actionable insights into what truly meaningful personalization looks like in 2025 and beyond – and how to deliver it effectively
- Identify and avoid common personalization pitfalls that can damage customer trust and undermine your ROI
- Understand how to build a connected customer strategy that drives customer lifetime value, loyalty, and sustainable revenue growth

The C.L.I.E.N.T. Growth Framework: Your Roadmap to Personalized CX Success

Sustainability has become a defining element of modern customer experience (CX), shaping how companies build trust, deliver value and foster long-term relationships. Today’s stakeholders expect more than responsiveness and services; they want transparency, environmental accountability and data-driven insights.  

CHEP's transformation from traditional platform provider to data-driven sustainability partner illustrates how organizations can turn environmental commitments into competitive advantages. By embedding circular economy principles into customer touchpoints, companies create dual value: reducing environmental impact while enhancing customer relationships through transparency, efficiency and shared purpose. This approach transforms sustainability from a compliance exercise into a powerful engine for customer loyalty and operational excellence.

Hear from CHEP leaders on how sustainability is reshaping customer experience expectations across industries.

Key Takeaways:

- Insights for embedding sustainability metrics and circular innovation across customer touchpoints 
- How transparent environmental reporting strengthens customer relationships and reduces friction points
- Techniques for leveraging digital systems to enable circular business models and quantify sustainability impact
- Methods for integrating self-service platforms with predictive analytics to deliver more sustainable, responsive service

Accelerate Loyalty Through Circular Innovation in Today's Sustainability Market

Customer conversations contain strategic revelations that most executives never hear, yet these unfiltered moments often predict market shifts before formal data ever could. Although 84% of CX leaders advocate for bringing these insights to the executive table, many organizations still treat customer interactions as operational noise rather than the strategic signal they actually represent. 

Although 48% of companies now employ interaction analytics, many struggle to effectively distribute these insights beyond the contact center. Additional advantages come fromsystematically analyzing customer interactions to inform product development, marketing strategies, and executive decisions; creating a unified approach to customer experience that drives measurable business outcomes and strengthens customer loyalty across the entire journey. 

Join Robin Gareiss, CEO of Metrigy, as she shares research-backed strategies that transform conversation data into business value. 

Key Takeaways: 

- Discover which conversation metrics deliver the most substantial business intelligence and how to capture them effectively 
- Learn practical frameworks for distributing interaction insights across departments to create organization-wide customer-centricity 
- Understand how to quantify the ROI of conversation intelligence through improved business metrics and enhanced customer satisfaction 
- Gain actionable implementation strategies that work regardless of your current analytics maturity

Conversation Intelligence: The Hidden Gems that Impact all Business Decisions

Your customer just spent 15 minutes navigating your support portal only to end up exactly where they didn't want to be: on hold with your call center. This all-too-common scenario reveals the main flaw in how organizations approach digital self-service: designing for scale rather than CX success. 

Unfortunately, customer portals are often designed primarily to eliminate contact via more costly resources. When designed solely to scale support, they fail to meet the CX mark. The best portals humanize the digital experience by understanding the customer's journey and anticipating needs before frustration sets in.

This session examines the critical need to balance operational efficiency with customer-centered design principles that transform portals from necessary evils into preferred channels.

Join Phllis Drucker (Influencer, EZ2BGR8 Service Management) to explore how to achieve great CX results through innovative portal design that puts customers first while still delivering operational benefits.

Key Takeaways:

- Identify common pitfalls that typical portals fall into and how to avoid them
- Apply customer journey mapping techniques to create intuitive, emotionally intelligent digital experiences
- Implement a practical roadmap for designing and innovating a new portal experience
- Measure the true ROI of your portal beyond call deflection metrics
- Balance automation with human touchpoints to create meaningful digital interactions

Humanizing Digital Portals: Transform Self-Service in the Age of CX Expectations

Behavioral economics examines how individuals make decisions and the various factors that influence those decisions. In recent years, it has gained significant attention in the business world, as companies seek to better understand and connect with their customers. By applying the principles of behavioral economics, businesses can develop more effective marketing strategies, improve customer experiences, and increase customer loyalty.

In this presentation by Melina Palmer, author of the award-winning book "What Your Customer Wants and Can't Tell You," you'll learn about some core principles of behavioral economics and how they can be applied to business. Using her "behavioral baking" approach, you'll gain practical insights and strategies for better understanding customers' behavior and preferences. 

Key takeaways from this presentation include:
- An understanding of some key principles of behavioral economics and how they apply to business.
- Strategies for improving customer engagement and building stronger customer relationships.
- Practical tips and techniques for applying the principles of behavioral economics in your work, using Melina's "behavioral baking" approach.
- And more...

What your customer wants and can't tell you: The power of behavioral economics

Happy customers or a high-performing support team? What if you didn't have to choose between one or the other--but, you could have both.

Join us for this webinar with Maanie Jacobs, Integrated Contact Centre Manager at Virgin Mobile UAE, as we discuss how messaging-based conversational support can help companies provide a world-class personal customer experience to improve customer loyalty and build an efficient support team.

Also, find out why Virgin Mobile UAE turned to conversational, messaging-based support to give customers the same speed, ease, and personal touch in support interactions that they've come to expect in an on-demand world.

Conversational support in an on-demand world with Virgin Mobile

Ask most consumers, and they can rattle off many poor experiences they have had while interacting with a business. Every one of these poor experiences would be better with technology that both empowers customers and assists agents. How do top-tier customer service organizations do it? What technologies and operational processes are crucial to their success? 

Metrigy interviewed and surveyed hundreds of organizations and end consumers to discern which technologies matter most. In this webinar, presented by Metrigy CEO and principal analyst Robin Gareiss, you’ll learn:

- What value do customer insights bring to technology decisions?
- How should you use AI today, and what should you plan for tomorrow?
- What are the must-haves for a successful self-service strategy?
- Which applications are supercharging agent productivity?

5 vital changes that will bolster customer success

The popular claim is that AI will augment, not replace, human contact center agents. Thus far, the reality has been neither. The overwhelming majority of customers continue to rely on agents for at least some support inquiries. Nearly 70% of these agents, moreover, are still spending too much time on the manual work AI was supposed to eliminate.

Buzz over generative AI like ChatGPT, however, is spurring optimism that transformation is finally within reach. But what will this AI-driven transformation entail? What are the most valuable use cases? What is the ideal interplay between AI and human ingenuity? What are the biggest risk factors and potential pitfalls?

In this webinar, CCW Digital Principal Analyst Brian Cantor will separate fact-from-fiction in revealing how AI will transform agent experiences – and the contact center at large. Topics include:
- New thoughts on whether agents should be worried about AI taking their jobs.
- The new standard for humanity in today’s CX - and the role AI plays in delivering it.
- Top “pain points” that generative AI can solve right now.
- Redefining the agent role to improve performance and boost employee retention.
- Mistakes that can derail your AI investments.

How generative AI will transform contact center agent experiences

The marketplace is in a constant state of flux, with new products and services becoming commoditized and shifting consumer expectations. For organisations, the challenge is to find new ways of standing out amidst the competition and delivering experiences that are emotionally resonant to customers, employees, and partners.  

Increasingly, the secret sauce is found in delivering digital experiences that provide real-time or near-real-time value. In this era of disruption, while some organizations are boldly disrupting the status quo, others risk being left behind. 

In response to this disruption, leading IT organizations have elevated their role from service provider to business partner with a focus on delivering compelling customer experiences. Increasingly, IT leaders are collaborating with cross-functional partners to assess and evolve business capabilities to meet consumer expectations and leave lasting impact. So how exactly should organizations go about doing this? 

Join Karan Thaker (Lead Strategist, Experience Strategy & Service Design, Northwestern Mutual) for this presentation as he discusses:  
- How to move from being capability-led to experience-led.  
- Strategies for leveraging experience design to disrupt the status quo.  
- How to spot and avoid the common pitfalls.  
- And more....

Realizing digital transformation via disruptive experience design

The global pandemic and continued economic uncertainty that followed it have brought about significant changes to the way businesses understand and practice CX. Finding themselves in an increasingly complex and competitive environment, businesses have been forced to reassess how they operate. This in turn has led to changes in how customers consume products and services, buy products and services, and communicate with businesses. Additionally, there has been an emergence of new technologies, market players, and new priorities for executives and boards. 

Businesses have had to adjust their CX strategies to keep up with these changes, and focus on leveraging customer experience to drive business success is stronger than ever. Whereas companies previously focused on driving operational efficiencies through continuous process improvement projects, the pandemic has shown that organizations that prioritize customer needs and preferences are better equipped to maintain a competitive advantage. 

Understanding and implementing strategies that leverage CX to succeed is more important than ever in today’s rapidly evolving business landscape. Join Mandisa Makubalo (CEO, Unlimited Expereinces SA) to get a roadmap to leverage CX to drive growth and build stronger brand loyalty. 

Topics for discussion include: 
- Redefining business success for today’s highly competitive business world. 
- Implementing CX strategies to fuel long-term business success. 
- Best practices for leveraging your customer experience strategy to drive growth. 
- And more...

Fueling business success: The power of customer experience

When you think of CX what comes to mind? If you’ve asked this question in your company you’re likely to get a hundred different responses. This is the challenge with any selection and positioning of CX investment. Everyone has a view of what it is, its degree of importance and level of investment needed.  

It’s your role as a customer advocate not just to present investment options but to demonstrate the power of the CX story as an internal and external driver of results. In this session, Jermaine Edwards explores strategies to help you overcome this challenge and set clear CX objectives to drive customer loyalty and generate long-term value.  

Key takeaways include:  
- 3 stories every company needs to know to align the business to the importance of CX.  
- 3 powerful CX initiatives to drive customer loyalty and lifetime value. 
- The most important question to ask before you begin any CX initiative.   
- And more...

CX priorities to generate customer lifetime value and business success

ChatGPT has shown us that we can expect more from software. At the same time, artificial intelligence (AI) has become a buzzword, promising to completely transform customer experience. However, many enterprises are still hesitant to adopt AI, fearing the risks of technology and uncertain about its potential benefits. 

In this webinar, Glance CEO, Tom Martin, and Glance SVP of Product & Strategy, David Butler, will address these concerns and discuss how enterprises can leverage AI to improve customer experience without compromising data security, privacy, or ethics.

Register now and join the discussion as we explore:

- The potential of AI in customer experience, highlighting its ability to deliver personalized, relevant, and timely interactions with customers across multiple channels.
- The practical aspects of AI implementation, focusing on best practices for AI integration into existing customer experience strategies.
- The ethical considerations of AI and guidelines for enterprises to ensure that their AI-driven customer experience aligns with the highest ethical standards.

Join us to discover why you should embrace AI in CX.

Register today!

Why CX Should Embrace AI

In recent years, optimising CX has become a major focus for businesses. Still, most of these initiatives fail to materialise into improvements that customers notice, and in turn are not translating into tangible business results that can demonstrate a clear return on investment.  

Business leaders prioritise metrics like the Net Promoter Score and invest in flashy digital tools, without first understanding what their customers value most. In this session, internationally renowned author and CX and strategy consultant Matt Watkinson provides a roadmap for delivering experiences that live up to the promise and generate real value for both customers and the business.  

Join the session to discover how to: 
- Create exceptional customer experiences that deliver tangible business results. 
- Leverage data and analytics to get a clear understanding of customer expectations and needs. 
- Foster a culture of innovation, continuously testing and iterating experiences to drive better outcomes. 
- And more.. 
 
About the Speaker  
Matt is an internationally renowned author, speaker and consultant on customer experience and strategy. He won the CMI's Management Book of the Year for his first book, ‘The Ten Principles Behind Great Customer Experiences,’ considered by many to be the definitive book on the subject. He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI.  

Matt is the CEO of Methodical, a CX and design studio based in California. He is also a Senior Visiting Fellow at Cass Business School, London and a venture partner at the VC fund Tiller Partners. His third book, Mastering Uncertainty was released in March this year to critical acclaim.

From strategy to execution: Leaders’ guide to a winning CX initiative

In today's competitive marketplace, customer experience has become a crucial factor in driving business success. Positive customer experiences not only lead to increased loyalty and retention but can also help attract new customers through word-of-mouth recommendations. In fact, research shows that customers are willing to pay more for products or services that provide a superior customer experience. 

However, many businesses struggle to effectively engage with their customers and employees, often failing to progress beyond a few small projects. This can result in a loss of momentum and a failure to fully realize the potential of customer experience initiatives.  

In this session CX and EX Special Advisor and Author, Alan Pennington offers practical solutions to help you achieve your CX goals. Join the session to discover: 
- How to build confidence in your CX/EX strategy and avoid common pitfalls.  
- The value of research and data in developing an effective CX/EX strategy. 
- Practical and effective engagement strategies to build customer loyalty.  
- The role of education and training in developing a customer-centric culture. 
- And more... 

About the Speaker 
Alan Pennington is the author of ‘The Customer Experience Book.’ He was Co-founder and Managing Director of market-leading CX Consultancy Mulberry Consulting prior to its sale, and former Deputy Chairman of SuiteCX - the market leading mapping and CX management software firm.

Moving towards your ideal level of customer centricity: Roadmap to CX success

The research is clear; when all other factors are roughly equal, empathy is the biggest driver of active loyalty. Customers who stay longer, buy more, cost less to serve, and consistently prefer you over your competition.

Many organisations have invested in emotional intelligence (EQ) training for their front line staff and it is paying dividends, but they are finding it harder to form and maintain rapport with their customers over digital channels -- after all, bots don’t have feelings.

Yet delivering empathy at scale over digital channels can be done using existing technologies and the results are remarkable.

In this session, you will learn:
- What we mean by empathy.
- The role of emotions in customer experience & behaviour.
- Finding the "moments that matter".
- What it will take to operationalise empathy.
- Putting the value of compassion on the balance sheet.

How delivering empathy at scale transforms the bottom line

Customer Experience Fuels Business Success

While customer experience (CX) seems easy to define at first glance, in practice, it's difficult to capture how a customer truly feels, thinks, and reacts during these encounters. 

AI helps organizations overcome this problem, allowing them to quickly and accurately analyze customers’ cognitive, affective, sensory and behavioral responses. To effectively leverage, teams need to understand all the touchpoints throughout the customer journey, from pre- to post-purchase.  

By breaking down CX into smaller "micro" interactions, brands can gain valuable insights into their customers' needs and preferences, allowing them to personalize the customer experience and ultimately build loyalty. AI techniques like machine learning, deep learning, and natural language processing can help brands interpret and analyze these micro-interactions in real-time.  

In this session, Dr. Sue Tripathi explores how AI can be harnessed to optimize the customer experience. Key takeaways include: 
- How to leverage AI to manage key aspects of customer encounters and use customer journey mapping to design better touchpoints. 
- Embedding the voice of the customer; quantify the cost of inaction, through real world examples 
- Strategies to comprehensively manage a customer's cross-channel exposure, interaction, and transaction with a product or service. 
- And more…

Optimizing customer experience with AI

Customer Experience

Artificial Intelligence

Customer Journey

Customer Success

Customer Support

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Optimizing customer experience with AI

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Business Intelligence and Analytics