Name: Human-Centered GenAI Support: Winning Customer Loyalty in the Automation Era
Start: 2025-10-15T15:00:00Z
End: 2025-10-15T15:00:44.000Z
Location: BrightTALK
Rating: 5

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

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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

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

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

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

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

The AI implementation paradox haunts contact centers everywhere. With sophisticated technologies being deployed and substantial investments made, the promised revolution in efficiency and experience remains frustratingly slow. This disconnect between expectation and reality has left many CX leaders questioning whether their AI strategy has missed the mark.

 

The challenge lies not in the technology itself, but in how it's implemented and aligned with broader business objectives. As contact centers evolve into multi-channel customer engagement hubs, simply layering AI onto existing processes isn't enough. Success requires thoughtful integration that considers both customer and employee perspectives, proper design principles and strategic alignment with business goals.

 

Join Catriona Howell, CX Consultant, for an insightful case study exploration that reveals how to bridge the gap between AI implementation and meaningful business outcomes in the modern contact center.

 

Key Takeaways:

 

Identify common pitfalls that prevent AI and automation from delivering expected results in contact center environments
Discover practical strategies for aligning technology implementation with both customer and employee experience goals
Learn how to design AI solutions that enhance rather than hinder the human elements of customer service
Understand how properly implemented contact center AI can generate broader business value through customer insights and engagement

Beyond Automation: Unlocking Real Value from AI in the Contact Center

The AI implementation paradox haunts contact centers everywhere. With sophisticated technologies being deployed and substantial investments made, the promised revolution in efficiency and experience remains frustratingly slow. This disconnect between expectation and reality has left many CX leaders questioning whether their AI strategy has missed the mark.

The challenge lies not in the technology itself, but in how it's implemented and aligned with broader business objectives. As contact centers evolve into multi-channel customer engagement hubs, simply layering AI onto existing processes isn't enough. Success requires thoughtful integration that considers both customer and employee perspectives, proper design principles and strategic alignment with business goals.

Join Catriona Howell, CX Consultant, for an insightful case study exploration that reveals how to bridge the gap between AI implementation and meaningful business outcomes in the modern contact center.

Key Takeaways:

- Identify common pitfalls that prevent AI and automation from delivering expected results in contact center environments
- Discover practical strategies for aligning technology implementation with both customer and employee experience goals
- Learn how to design AI solutions that enhance rather than hinder the human elements of customer service
- Understand how properly implemented contact center AI can generate broader business value through customer insights and engagement

Beyond Automation: Unlocking Real Value from AI in the Contact Centre

Small and medium enterprises are drowning in data while starving for insights. With unstructured data projected to represent up to 90% of all enterprise data by late 2025, and only 35% of SMEs leveraging cloud-based analytics, there's an enormous untapped potential for competitive advantage. In today's AI-driven landscape, the ability to transform raw data into actionable intelligence isn't just beneficial—it's essential for survival and growth.

While large enterprises deploy specialized teams and substantial budgets to tackle data challenges, SMEs face unique obstacles in extracting value from their information assets. Without proper frameworks for data cleansing, integration, and governance, organizations risk making critical decisions based on flawed insights. This session delivers practical, cost-effective strategies specifically designed for businesses without enterprise-scale resources, helping you navigate regional compliance variations and integrate data across disparate systems to drive measurable ROI.

Join Eugina Jordan (CEO and Co-founder of YOUnifiedAI) to explore proven methods for converting data chaos into strategic advantage.

Key Takeaways:
- Practical frameworks for effectively managing both structured and unstructured data sources
- Step-by-step methods for ensuring data quality and integrity across your organization
- Integration strategies that bridge legacy systems with modern platforms without breaking the budget
- Governance approaches that address regional compliance variations while maintaining data accessibility
- Real-world examples of SMEs that have successfully converted disparate data into revenue-driving insights

From Data Chaos to ROI: Practical Frameworks for SMEs

Scaling AI requires flexibility to get started but also completeness when deploying to production. 
Learn how to build high-performance AI pipelines with Pure Storage—integrating FlashBlade®, FlashArray™, and Portworx®. Join Field Solutions Architect Emir Biser and Principal Field Solutions Architect Ian Saunders as they share insights to guide your AI success.

 Together, they’ll cover:

● Designing and building high-performance, end-to-end AI data pipelines.
● Best practices for scaling AI workloads from experimentation to production, ensuring both flexibility during development and robustness during deployment.
● Strategies for helping organizations manage data as AI systems become production-ready, managing exponential growth while maintaining simplicity and efficiency.

From Data to Insight: Building End-to-end AI Pipelines with Pure Storage

Learn how top CIOs, developers, and AI leaders are moving beyond pilots to deploy real enterprise-grade agents. Hear insights from NVIDIA, DataRobot, and industry experts on the frameworks, tools, and strategies that make agents scale—no hype, just practical lessons.

Architecting Enterprise-ready Agentic AI

For today’s CIOs and enterprise AI leaders, the path to meaningful AI outcomes doesn’t begin with algorithms—it begins with data. From model training to deployment at scale, the foundation of successful AI lies in how organizations manage, prepare, and govern their data.

Join executive leaders from Beyond.pl, NVIDIA, and Pure Storage for a strategic conversation on accelerating enterprise AI by addressing the most critical—and often underestimated—challenge: enterprise data readiness.

This session will explore:
● How to build a future-ready AI strategy rooted in trusted, governed, and accessible data
● The evolving role of CIOs and CDOs in enabling responsible AI across hybrid environments
● Data sovereignty, compliance, and ethical frameworks shaping AI adoption in regulated industries
● Real-world lessons from Beyond.pl on powering scalable and sustainable AI infrastructures such as their GPU-as-a-service facility in Poland. 
Whether you're piloting GenAI or scaling enterprise-wide initiatives, this webinar will provide actionable insights on aligning data, infrastructure, and governance to maximize business value from AI.

Enterprise AI Unlocked: High Performance Gains Through Innovations In Data Readiness & Ecosystem Integrations at Scale

While enterprise AI offers tremendous potential for organizations, implementation challenges include rapid technological evolution and governance concerns that undermine innovation confidence. This session focuses specifically on AI governance and security, featuring Anaconda's practical advice and best practices for establishing trust controls over AI models and procedures to help organizations succeed with their enterprise AI initiatives.

Practical Open Source AI: Moving Fast Without Breaking Things

Discover how Pure Storage made work flow with AI agents by starting from real business problems and integrating AI in the flow of work — moving from finding information to taking action with Glean — instead of leading with tools and tactics.

Director Phu Nguyen shares a product mindset for adoption, the grassroots tactics that drove usage, and tangible outcomes.

You’ll also get practical guidance on enabling citizen development and evolving from product to platform to scale impact responsibly.

Making Work Flow with AI Agents: A Product Journey at Pure Storage

Discover how agentic AI powers resilient IT & service operations with predictive, self-healing systems that balance agility and control for CIOs and their teams.

Creating the next chapter of Service and Ops resilience with AI

Gaining a Competitive Edge with GenAI

This presentation guides IT leaders beyond foundational AI to harness Agentic AI and Advanced Analytics for profound business transformation. We establish the Economic Imperative for autonomy, focusing on achieving cost-decoupled growth and exponential value gains that outpace competitors. The focus shifts from merely automating tasks to designing self-optimizing systems that autonomously pursue strategic goals.

Key Takeaways & Actionable Guidance:

• Strategic ROI: Quantify the impact of autonomy with expected metrics like 30−50% reduction in Dev Time (via Agentic SDLC) and 90% reduction in Mean Time to Resolution (MTTR) through proactive security and self-healing IT operations. (Source: McKinsey, Forrester, and HFS Research, 2024-2025)
• Architecture of Trust: Learn how to ground agents in proprietary, real-time data using RAG and Knowledge Graphs to ensure traceable, compliant, and highly accurate prescriptive decision-making.
• Governance & Scaling Blueprint: Implement a responsible three-stage adoption framework (Assisted, Delegated, Orchestrated) to mitigate risk. This includes defining Human-in-the-Loop (HITL) oversight points and establishing strict guardrails.
• Partner Evaluation: Utilize a rigorous checklist focusing on Explainability (XAI), LLM Agnostic platform design (to avoid vendor lock-in), system integration capabilities, and the partner's methodology for change management.
• The Evolving Role: Understand the transition of the IT leader role from manager to Chief Agent Designer, focusing on translating business outcomes into clear, measurable agent goals.

The Autonomous IT Leader: Using Agentic AI and Advanced Analytics to Architect a Proactive Business Strategy

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

Generative AI

Automation

Service Delivery

Chatbots

Customer Experience

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

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