CX Talks: How generative AI is actively transforming CX
Join CX Network and SurveyMonkey’s director of research as they discuss how and where generative AI is transforming customer journeys
Find out how and where to add AI to your customer journeys with insight from CX Network and SurveyMonkey
Artificial Intelligence has been pushing the boundaries of what is possible in CX for a number of years, and the emergence of generative AI is now supercharging that work. But how can these advances be leveraged in your organization to meet the ever-changing needs of your customers?
Based on SurveyMonkey’s proprietary research, this edition of CX Talks examined the expectations customers bring to their interactions with your brand, how generative AI can help you meet them and how organizations can use customer feedback to measure the impact of their AI deployments.
Featuring Melanie Mingas, Editor-in-chief at CX Network, SurveyMonkey’s director of research Laura Wronski and Mastercard's manager of AI research and cyber intelligence, Debasmita Das, the conversation assessed the generational differences in customer expectations around AI and the key journey touch points where customers want an AI-led experience.
Watch this edition of CX Talks to find out:
- How customer service chatbots can be used to drive NPS.
- Whether customers can tell the difference between AI-generated content and human-generated content.
- Where and when human interaction is still superior to AI and how this could change over time.
Speakers
Laura Wronski
Director of Research
SurveyMonkey
Laura Wronski is Director of Research at SurveyMonkey, where she leads a team of researchers developing best practices in online polling. She works with media outlets and key business partners to generate newsworthy insights from public opinion data. She joined SurveyMonkey in September 2015.
Melanie Mingas
Editor-in-chief
CX Network
Melanie is editor-in-chief of CX Network, handling all client projects and online multi-media content, and leading the team to ensure CX Network is the go-to resource for CX professionals around the world.
Debasmita Das
Manager, Data Scientist
Mastercard
Debasmita has more than eight years of experience in finance and artificial intelligence, with a focus on fraud detection, anti-money laundering, HR analytics, and credit cards as well as mortgage risk. At present she leads a data science team at Mastercard that builds AI-driven solutions for the company’s global clientele. She has authored multiple research papers and has an impressive tally of more than 15 patents to her name within this domain. She was spotlighted as one of the leading women striving to bridge the gender gap in innovation within the organization, and has also been recognized as one of the Women to Watch Out for in AI & Analytics at 3AI PINNACLE AWARDS 2023. Debasmita holds an MBA degree from the Indian Institute of Management, Lucknow and prior to her tenure at Mastercard, she was an integral member of the Innovation Team at J.P. Morgan & Chase, in the firm’s consumer banking sector.
