CX Talks: Is generative AI living up to the hype?
Join our panel of CX practitioners as they discuss whether generative AI is delivering on its promises
Join this discussion on the hype, promise and reality of generative AI for CX in 2024
In CX there is no shortage of hype-worthy technology. However, with pressure growing to deliver CX projects on time and under budget, there is a growing urgency for practitioners to cut through this hype – particularly when it comes to generative AI.
Since entering the mainstream, generative AI has created just as many CX horror stories as it has success stories, but it’s still tipped to change everything we know about CX and service with five years.
This edition of CX Talks delves into the hype, promise, and reality of generative AI for CX in 2024, exploring what brands are achieving with AI and its impact on customer satisfaction.
Key topics covered in this session include:
- The short- and anticipated long-term impacts of generative AI.
- What a product developer and generative AI user think of the hype around CX technologies.
- How your organization can emulate the most successful generative AI use cases and avoid common pitfalls.
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Speaker
James Calder
Director of AI, Analytics, and Digital - APJ and ME
NICE
James Calder brings over 25 years of IT industry expertise, spanning EMEA and, for the past 15 years, ANZ and APJ regions. With experience in top-tier companies, he specialises in sales team growth. Notably, he has built teams from scratch, achieving remarkable 20-fold growth over 5-10 years each, honing skills in team building, leadership, and sales performance. As Director of AI, Analytics, and Digital at NICE for APJ and ME, James focuses on leveraging technology to transform customer interactions and enhance brand value. He leads a specialist team dedicated to optimising customer experience through the NICE CX platform, implementing cutting-edge AI, digital, and analytics solutions. His passion lies in using technology to drive business success and elevate customer experiences, believing innovation and a customer-centric approach are key to unlocking growth and differentiation in today's competitive landscape.
Sanchita Ray
SVP, Head of User & UX Research
Lazada - Alibaba Group
Sanchita currently leads the Lazada’s User & UX Research team, to drive product decisions through consumer insights. She also does pro-bono consulting and conducting workshops and mentoring students in various universities in Singapore. Sanchita's passion for more than 18 years has been to understand cultures and consumers, across South Asia, Middle East, China and South East Asia. Recently she has been exploring how to leverage Big Data analytics along with traditional survey data.
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