Somaieh Nikpoor

As AI transforms the way organizations interact with customers, leaders must navigate the challenges of data governance and integrating AI into their strategies while maintaining trust. In this fireside chat, Somaieh Nikpoor, Data Science & AI Strategy Lead at Government of Canada will explore the topic of how organizations can prepare for AI, overcome data challenges, and ensure ethical AI deployments, all while staying focused on delivering exceptional experiences.

The discussion will focus on real-world challenges such as breaking down data silos, upgrading legacy systems, and fostering collaboration between business and IT teams. The conversation will also address the ethical considerations of AI in customer-facing services, including how to balance innovation with transparency and privacy.

Attendees will learn:

• Challenges in adopting AI for CX: Understand complexity of integrating AI into customer-facing services while ensuring trust and long-term success.
• Data preparedness for AI: Key strategies for overcoming legacy systems and ensuring data consistency and quality to support AI projects without disrupting customer interactions.
• AI ethics and governance: How to maintain transparency, accountability, and data privacy in AI-driven customer interactions, and what lessons CX leaders can learn from public sector governance models.