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 panel discussion, 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 are also joined by Dominik Olejko, senior CX executive and a CX Network top 25 AI influencer, who will explore how these lessons can be applied to SMEs and smaller organizations curious about implementing AI.

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.