When we asked our network to tell us which three CX trends are changing their roles the most this year, hyper-personalization emerged as the sixth most selected response, while generative AI chatbots were the second most selected response. Airlines are at the forefront of this trend and increasingly leverage AI to create more personalized and engaging interactions with their customers. In this session, Edward Pauls, Digital Adoption and Innovation Expert at Swiss International Airlines, will share how the company is using generative AI to inspire travelers and drive flight sales by offering hyper-personalized destination recommendations based on individual preferences.

The session will focus on the development of Heidi, the airline’s generative AI-powered chatbot that helps customers discover travel destinations by asking about their specific holiday preferences. From recommending lesser-known spots to tailoring suggestions that meet customer interests, Heidi represents a new frontier in customer engagement for airlines. Edward will also cover the challenges of developing such a chatbot, including ensuring appropriate recommendations and managing customer expectations around AI.

Key takeaways include:

• Leveraging AI for personalized travel inspiration: How Swiss Airlines uses generative AI to offer destination recommendations based on customer inputs, driving engagement and flight sales.
• Addressing the challenges of AI in CX: Insights into managing chatbot accuracy, preventing inappropriate requests, and ensuring that AI tools meet both customer expectations and ethical standards.
• Balancing innovation with customer adoption: How the airline is encouraging customers to embrace new technology while managing feedback from both tech-savvy travelers and those hesitant about using AI.

Edward Pauls

Digital Adoption & Innovation Expert
Swiss Airlines

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Delivering an end-to-end service experience is no easy task - it requires a complex tech stack, integrations, and AI capabilities, such as Natural Language Processing (NLP), Machine Learning (ML) Models, Large Language Models (LLMs) and more. With the AI hype and an overflow of offerings, it's challenging to know what truly delivers value and ROI.   

In this session, Coveo’s EVP, Global Customer Experience, Patrick Martin, will share guidance on how to think about an AI-Experience Strategy to build an end-to-end CX, embed AI into your customer service workflows, drive efficiency, and build stronger, lasting “end-to-endless" customer relationships. 

Attendees will learn:

• Proven fast ROI: Learn the foundational steps that have helped 30+ enterprises achieve rapid ROI with generative AI in as little as 90 days. 
•  AI-powered transformation: Discover the key strategies for embedding AI into service operations to enhance efficiency, satisfaction, and loyalty. 
• AI-driven service experiences: Learn how to unify enterprise knowledge into a single robust and secure index, delivering personalized customer interactions, seamless self-service, and proactive support across every touchpoint. 

Sponsored by: Coveo

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Patrick Martin

EVP, Global Customer Experience
Coveo

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CX Network’s Global State of CX 2024 report highlights AI-powered technologies for operations, generative AI chatbots and conversational AI chatbots as top-5 CX trends.

Digital transformation in contact centers brings significant benefits such as enhanced service quality, operational efficiency, and customer satisfaction. However, it also presents challenges that organizations must navigate carefully. Poor or insufficient data and employee resistance to AI can all hinder the success of increasingly essential AI implementations. Additionally, integrating AI solutions with legacy IT infrastructure can be complex and time consuming, often requiring costly technical expertise. Key performance indicators (KPIs) and business statistics offer valuable insights to maximize the benefits -  and minimize potential pitfalls – of implementing AI in the contact center.

In this webinar, Jeff Comstock, CVP Dynamics 365 Customer Experience Apps at Microsoft, and Jon Rastia, Director of Innovation at Argano, will share real-world examples of how AI is improving contact center efficiency and will address some of the challenges associated with implementation.

Attendees will learn:

• Enhanced Service Quality: AI can significantly improve the quality of customer service by providing instant, accurate, and personalized responses, leading to higher customer satisfaction.
• Operational Efficiency: By automating routine tasks and optimizing resource allocation, AI can reduce operational costs and improve the efficiency of contact centers.
• Navigating Challenges: Recognizing and addressing the potential pitfalls of digital transformation, such as data privacy concerns and the need for continuous training, is crucial for a smooth transition and maximizing the benefits of AI.

Sponsored by: Argano

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Jon Rastia

Global Director, Innovation
Argano

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Jeff Comstock

CVP, Dynamics 365, Customer Experience Apps
Microsoft

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AI is redefining customer engagement, but without a solid governance strategy, it can introduce unforeseen risks—compromising security, compliance, and trust. A recent study found that approximately 63 percent of customers are concerned about potential bias and discrimination in AI algorithms and decision-making (Zendesk). In addition, 70 percent of customers stated that they won’t purchase from a company that has lackluster security measures (Zendesk). When there is so much competition, all vying to gather customers, you can’t risk degrading your customers’ loyalty from an easily preventable risk. For an organization that wants to succeed in the coming years, it’s a no-brainer. To stay ahead, industry leaders must move beyond AI adoption and focus on responsible, risk-aware implementation. 

Join an expert-led discussion with Rishi Rana, CEO at Cyara, Janet Vito, SVP Marketing at Cyara, along with Andrew Smith and Sean Robago of Kenway Consulting on mitigating generative AI and LLM risks while ensuring secure, seamless, and scalable operations.

Drawing from Cyara’s latest whitepaper, we’ll share proven governance strategies to help businesses harness AI’s full potential—without the risk. 

• Identify and mitigate generative AI and LLM risks: including key challenges such as hallucinations, bias, and compliance gaps. Learn how to minimize risks before they impact CX.
• Proven AI governance strategies for contact centers: Explore best practices to ensure AI aligns with business goals, regulatory requirements, and customer expectations.
• Real-world success stories: Learn how leading brands deploy AI responsibly, balancing efficiency, trust, and scalability in customer interactions.

Sponsored by: Cyara

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Rishi Rana

CEO
Cyara

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Janet Vito

SVP, Marketing
Cyara

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Andrew Smith

AI Practice Lead
Kenway Consulting

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Sean Rabago

Sr. Service Expert and Capability Lead
Kenway Consulting

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AI-powered tools are transforming how contact centers operate, and Agent Assist is at the forefront of this revolution. In this session, we’ll provide an exclusive, behind-the-scenes look at what it really took to develop and launch Agent Assist, a product designed to enhance agent performance and improve customer interactions.

Rather than focusing on generic best practices, we’ll take you through the challenges, decisions, and lessons learned during the product development process. From initial concept to deployment and optimization, we’ll share real-world insights that can inform your own AI projects, helping you avoid common pitfalls and capitalize on key opportunities.

We’ll provide a deep dive into our real-world experience, discussing practical steps for setting goals, tracking performance, and continuously refining your AI systems to maximize their potential. If you’re looking to better understand the process behind a successful AI deployment, this webinar is for you.

Attendees will hear directly from product leaders and learn:

• The development journey: What it really takes to create an AI product for the contact center. We'll explore how we identified the need for Agent Assist, the obstacles we faced, and the key decisions that shaped its evolution.
• Integrating AI seamlessly: Get insights into the technical hurdles we overcame in integrating Agent Assist into the broader contact center ecosystem, and the role of automation and AI in improving efficiency and compliance.
• Data security & compliance: Explore how we ensured that our AI solution met the highest standards for data security and regulatory compliance, and how to handle these considerations when deploying your own AI tools.

Sponsored by: NICE

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Boris Grinshpun

VP of Product Management
LiveVox by NICE

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Liran Meir Frenkel

Head of Product Marketing
SmartReach

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Luxury brands seeking to stave off the competition are increasingly searching for tools and opportunities to enhance the efficiency of customer service without compromising the high-touch experience their customers expect. Some are turning to AI which offers significant opportunities to streamline operations, improve service consistency, and provide faster resolutions. Integrating AI in a way that does not compromise on service quality and the luxury feel, however, requires careful planning, governance, and a focus on CX rather than just efficiency or cost savings.

In this session, we are joined by Chad Anderson, Vendor Manager of Customer Care & Roadside Operations at Mercedes-Benz USA, who will explore his team’s journey into AI implementation in customer care and roadside operations, and share lessons learned so far. We’ll discuss the challenges of stakeholder buy-in and expectation management, the risks of adopting AI for AI’s sake, and the strategies used to ensure AI enhances rather than replaces the human element.

Attendees will learn:

• Key opportunities for AI in customer care: Learn how AI can address common customer and contact centre pain points from modernizing IVR and automating dispatch services to reducing ghost calls and improving appointment scheduling.
• Overcoming challenges in AI adoption: Discover how organizations can shift the conversation from “AI for AI’s sake” to a more strategic approach that prioritizes customer experience and operational efficiency while managing expectations.
• Ensuring ethical and effective AI use: Explore best practices for AI governance, maintaining data integrity, and balancing automation with the human touch, especially for luxury brands where personalized service is key.

Chad Anderson

Vendor Manager of Customer Care & Roadside Operations
Mercedes-Benz

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Dominik Olejko

CX Expert and Top 25 AI in CX influencer
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Understanding both skills and attitudes toward generative AI technology is essential to developing effective training and enablement programs. This session will feature Connie Hwong, Generative AI Communications Manager at Siemens, who is collaborating with the University of Leipzig to create a groundbreaking assessment that evaluates the skills and attitudes of professionals towards generative AI.

The session will explore the development and goals of this assessment project, which seeks to identify correlations between technical expertise and attitudes toward AI adoption, as well as the skills employees may need in the future. By benchmarking these insights across the DACH region, this assessment will guide AI training programs to be more inclusive and effective.

Attendees will learn about the process of building a meaningful skills assessment with university partners, gathering and analyzing user feedback, and leveraging the results to inform a holistic AI enablement strategy that aligns with evolving industry demands.

Key takeaways include:

• Building a comprehensive AI skills and attitude assessment: Insights into collaborating with academic institutions to design an assessment that measures technical skills and openness to generative AI across different levels and roles.
• Using assessment data to shape AI training: Learn how the results will inform AI training for 18 different communications roles, ensuring the content is relevant and supports positive AI adoption.
• Establishing benchmarks for future AI skills: Discover how the assessment data will create benchmarks that can guide generative AI adoption and identify areas where additional support or resources are needed.

Connie Hwong

Lead, Generative AI Communications
Siemens

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Join CX Network for a post event virtual roundtable discussion to get to the heart of a common question in CX: are chatbots doing more harm than good? Open to all attendees and network members, we will candidly explore the pros and cons of implementing AI-powered chatbots in CX and address common challenges and experiences as reported by participants in the session.