June 03 - 04, 2025
| Free CX Network Webinar Series
Jeofrey Bean guides companies in improving marketing and customer experience decisions, increasing customer advocacy and profitability at Del Mar Research. He is an noted customer experience (CX) and marketing expert, consultant and workshop leader, and an acclaimed author of three business leadership books:
- Next Generation Customer Experience – How companies like ServiceNow, Netflix and Intuit are creating next-generation customer experiences now, with Vineetha Raveendran (2024).
- Customer Experience Rules! 52 Ways to create a great customer experience (2015).
- The Customer Experience Revolution – How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever, with Sean Van Tyne (2012).
Jeofrey is known for practical and innovative results, based on hundreds of projects and unique client engagements, that have improved or transformed marketing and interactions customers, patients, and guests have with organizations on the internet and off.
He is internationally recognized for his work and as former Adjunct Professor of Advanced Marketing and Customer Experience Leadership at the University of California San Diego Division of Extended Studies, teaching students and experience business professionals in domestic and international programs (2013-2024).
As an engaging and informative speaker, Jeofrey delivers thought leadership, insights, and commentary with a dash of humor. Venues include the International Leadership Association, JD Power Annual Service Awards Conference, LPL Financial Focus Conference, Scripps Health, Stanford University, Bloomberg Radio, National Public Radio, WNYC, and many podcasts including CX Punk Chat and Fireside Chats.
Day Two - 3 June, 2025
11:30 AM AI + CX Best Practices for Optimizing Human Interactions
As AI implementation continues to be a priority for CX leaders, as demonstrated by CX Network’s own research, many want to know how to use it to enhance, rather than replace, real human interactions. But how can brands ensure they are looking beyond the hype and focussing on what truly matters: how it impacts customers. AI can be a tool for strengthening engagement, not just automating processes. Brands that understand this and use AI to improve human interactions will be the standout winners in an evermore competitive landscape.
To get AI in CX right, organizations need more than just raw data, they need Customer Experience Intelligence (CXI). The most successful businesses do not rely solely in analytics, but combine this with observing, interviewing and analyzing customer behavior to get a complete picture. In this session, Jeofrey Bean, CX expert, author, trainer and consultant, will break down how to use AI effectively by combining it with human expertise to ensure every customer interaction feels intentional and valuable.
Attendees will learn:
- Taking a portfolio approach: Learn the basics of CXI and, combining data with real human insights
- Understanding customer behavior: Why observation, real-time feedback and customer research are critical for an informed AI in CX strategy.
- Human-centred experiences: Uncover how to move beyond basic automation and use AI paired with human expertise to create more meaningful customer experiences.
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