Artificial intelligence has become a force for change that is revolutionizing the way companies interact with customers and offers unprecedented opportunities for personalization, enhancing services and increasing customer loyalty.  However, organizations aren’t the only ones who can access this technology: customers can, too, leading to a future where they use AI tools to create digital assistants that can act independently on their behalf (to make buying decisions and purchases). 

Machine customers are not just hype. Digital assistants such as Alexa, Google Assistant and Siri are part of our everyday lives, and there are already billions of IoT devices and AI assistants waiting to act according to our wishes. According to Gartner reseach, by 2025, four out of 10 customers will have already experimented with a digital assistant and by 2027, 50% of people in developed economies will use a personal AI assistant on a daily basis. It is estimated that by 2030, almost one fifth of companies' revenues will come from machine customers. This means a change twice as big as the start of eCommerce, but reaping the benefits requires commitment and preparation. 

Is your business geared up to embrace this new customer segment and adapt to the forthcoming transformations? The time has come for business development teams to translate promises into reality. 

In this keynote, you will learn how to: 

•  Ensure your organization's readiness for the effects of artificial intelligence. 
•  Offer better service to smart machine customers. 
•  Develop more effortless transactions for your human customers.

With four in five organizations believing that new AI technology has the potential to positively impact customer experiences, businesses worldwide are, more than ever, scrambling to implement enterprise-level AI solutions. This is no easy task, however, and requires a pragmatic and systematic approach to data governance.

While innovation continues at breakneck speed and regulation remains ambiguous, preparing an organization for generative AI implementation, now more than ever, requires internal alignment and collaboration across the enterprise. In this, data specialists have the significant task of curating and standardizing vast amounts of data to build democratic structures that empower colleagues in diverse roles to effectively use AI.

In this session, we will be joined by Vishal Bhalla, Chief Human Experience Officer at Advocate Health, and Coleman Hilton, Director of Data Engineering and Analytics at Shriners Children’s, as they discuss best practices for data governance and AI implementation and explore the complicated relationship between innovation and regulation.

Attendees to this session will learn more about:

• Data governance as the foundation of generative AI implementation.
• The importance of effective internal collaboration and ensuring that emerging tech is seen as an ally, not competition.
• How to remain innovative and agile in a regulated environment.

72 percent of executives believe that AI will be the most significant business advantage in the future, and by 2025, 70 percent of organizations will have operationalized AI architectures. However, it's essential to recognize that AI may not always be the perfect solution for every situation!

Google has consistently led the way in improving user experiences through the strategic use of AI to monitor content and combat misuse. This commitment results in a secure and reliable platform for all users. Google's success, however, hinges on its adeptness in determining the optimal scenarios for AI implementation.

During this session, you will have the opportunity to hear from Dali Szostak, Google's Head of User Experience for Trust & Safety, and Ania Rodriguez, a renowned CX/UX industry leader and the Founder & CEO of JourneyTrack. They will provide invaluable insights into best practices for utilizing AI technology in user experiences, with a special emphasis on journey mapping as a critical element. Using real-world examples, they will explore four essential components to consider when determining if AI is the appropriate solution.

Attendees to this session will learn more about:

• Identifying critical user journeys and AI moments that matter.
• Establishing clear goals for the use of AI, including risks and ethical implications.
• Conducting a comprehensive analysis of costs and benefits to truly gauge the effectiveness of the AI solution.
• Consistently tracking and refining the AI solution to assess its influence on user/customer journeys, encompassing benefits and potential risks/drawbacks.

Attendees will attain valuable insights into the intersection of AI and user experience, discovering actionable strategies for their own brands and customer journeys.

Sponsored by: JourneyTrack

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You have the tech, platform, preferred LLM and even the use cases - the stage is set for implementing AI or generative AI within your CX automation strategy, but what about the team itself? Stakeholder alignment with cross functional collaboration is key to ensuring your use cases become true success stories. Join Frank Schneider, AI Evangelist at Verint, to help uncover the following for your AI-driven CX Automation projects:

• Team dynamic considerations for an effective internal structure that produces wins.
• Collaborative tools and methodologies to deploy to ensure internal alignment.
• Training and skills development considerations to elicit positive momentum post AI launch.

All of these elements will be shared within real world experience examples across Contact Center and Customer Experience initiatives. 

Sponsored by: Verint

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Job hunting is renowned for being an emotional, often lonely process. When curating customer journeys that are more susceptible to human emotions, it is critical that customer support is empathetic and enthusiastic. Traditionally, emotionally intelligent support been seen as a service best delivered by human agents rather than virtual agents. Totaljobs Group, however, has seen the opposite.

In this session, Somnath Biswas, Head of Product for Conservations at Totaljobs Group, will join us to share how the job search giant has leveraged GenAI/Large Language model power their AI Job Search Companion. He will talk about his learnings and approach, in improving their north stars of customer satisfaction (CSAT), Customer Lifetime value, and Cost to serve by a high margin over the last year.

In this session, we will explore:

• Why Totaljobs switched from human agents to a generative AI-powered assistant.
• Practical product trade-offs in building LLM powered enterprise products.
• How to ethically design an empathetic generative AI-driven virtual assistant that will not mislead customers.
• Best practices for avoiding bias and toxicity in AI conversation products.

By 2025, Gartner predicts that 80% of customer service organizations will be applying generative AI in some form to improve agent and customer experiences.

Join us for this session as we delve into the realm of Copilot capabilities and their transformative impact on customer support by empowering customers to self-serve with personalized chat responses. Discover how Copilot for agents goes beyond mere automation to offer intelligent assistance to agents, not only by drafting responses and summaries but by offering suggestions for scalable, time-saving process improvements.

Through real-world use cases and insightful discussions, we’ll explore the nuances of Freshworks' Copilot feature Freddy AI's functionality, illuminating the ways the feature will elevate customer support and improve contact center efficiency.

Delegates to this session will learn:

• Generative AI as a partner: Discover how the Copilot feature augments human expertise with AI-driven assistance to deliver personalized customer support.
• Give customers what they want: Explore the ways in which generative AI can offer contextual insights and recommendations for specific customer interactions.
• Getting more from your data: Learn how generative AI can provide root cause and trend analysis to help in proactive customer support.

Sponsored by: Freshworks

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Explore the powerful synergy between AI and CX, dissecting how smart self-service initiatives serve as catalysts for transformative change. Drawing inspiration from the Butterfly Effect, we'll illuminate how small adjustments in self-service strategies can ripple across the CX landscape, amplifying customer satisfaction and brand perception.

Join us to learn about real-world examples and industry insights, showcasing the tangible benefits of embracing AI-driven self-service solutions. From reducing operational costs to enhancing agent efficiency and elevating customer satisfaction, discover how organizations are harnessing smart self-service to drive meaningful impact.

In this session, we will unveil innovative strategies and NICE's purpose-built AI solution, Enlighten XO, designed to optimize self-service and maximize ROI. Whether you're a CX enthusiast or a business leader seeking to elevate customer interactions, this session offers practical insights and actionable strategies to unlock the full potential of smart self-service in shaping unparalleled CX experiences.

In this webinar, you'll learn:

• The intricacies of the CX AI Butterfly Effect and how small changes in smart self-service initiatives can lead to significant impacts on customer experiences.
• Real-world case studies and industry insights showcasing the transformative power of AI-driven self-service solutions in enhancing operational efficiency and elevating customer satisfaction.
• How to optimize self-service channels and maximize ROI, empowering you to drive meaningful CX improvements within your organization.

Sponsored by: NICE

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The dawn of generative AI is driving a fundamental paradigm shift for businesses by rapidly expanding what’s possible and accelerating enterprise adoption. In the contact center, generative AI can unlock the potential to automate complex customer use cases and significantly improve the quality of self-service conversations.

Join Amy Payne, VP of Global Customer Partners and Events at Talkdesk, and Tom Grosso, Executive Director, Service Desk at CAI to learn how they reduced the time spent on post-call documentation by more than 8 minutes using Talkdesk’s generative AI-powered contact center.

Attendees to this session will learn:

• Improved operational efficiency: Discover how generative AI can streamline post-contact processing, freeing up agent time.
• Reduced escalation rates: Learn how generative AI can reduce contact escalations by flagging customer intent.
• Change management in the contact center: Prepare for successful implementation by learning how generative AI could impact your agents and explore strategies for guiding them through the transition.

Sponsored by: Talkdesk

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As well as having huge potential in customer support, generative AI technology can transform pre-purchase customer interactions and evergreen content. Product descriptions and images are both good candidates for generative AI integration. Businesses must strike a balance between getting content out quickly and cost-effectively while ensuring that content is of a consistently high quality and is Search Engine Optimization (SEO) compliant. Taking a human-in-the-loop approach to AI content generation enables companies to reap the benefits of improved efficiency, cost savings and increased output while retaining high standards in customer-facing content.

One company taking a human-in-the-loop approach is Fun.com, which has improved copywriting efficiency by 30 percent by implementing generative AI technology. The gifts and costumes giant had generative AI write 20,000 product descriptions in a matter of days. The copywriting team still have a place though, now in auditing, A/B testing and SEO compliance checking.

In this session, Dianna Lyngholm, Director of Creative Services and Ecommerce at Fun.com and affiliated brands, joins CX Network to explain how the firm successfully implemented generative AI, while retaining employees, to revolutionize its product description and images functions.

Delegates to this session will learn:

• Generative AI in content creation: Learn how Fun.com rolled out generative AI for product images and descriptions, resulting in cost savings and increased output.
• Dynamic culture: Discover how Fun.com nurtures a culture of innovation and ensures employees view generative AI as a helpful tool rather than competition to be feared.
• Fun.com’s next steps: Hear how Fun.com is using generative AI to scale CX initiatives, and how the retailer plans to widen its generative AI scope.