In this keynote, Dennis Wakabayashi, The Global Voice of CX, shares his extensive expertise and practical insights from over 30 years of collaboration with leading global brands and government organizations. Attendees will receive a comprehensive roadmap for adapting and aligning their CX strategies to meet the challenges of the evolving international economic landscape.

Key topics include:

• The Definitive CX Blueprint: An essential guide to refining and aligning CX strategies with business goals.
• Building High-Impact CX Teams: Strategies for structuring teams that drive meaningful results.
• Aligning Incentives with Strategic Goals: Approaches for fostering motivation that supports long-term CX success.
• Operational Excellence and KPIs: Effective methods for moving from strategy to seamless execution with relevant performance measures.
• The Technology Matrix: An essential framework for navigating legacy and modern technology to keep organizations agile and competitive.
• Case Study Insights: Lessons from real-world examples that reveal critical successes and everyday challenges.
• Takeaway Playbook: Practical tools and a step-by-step guide for immediate application.

The AI optimism gap highlights that while we may be optimistic for AI’s potential, there is still a long way to go before we can be truly confident in its implementation; we know it exists, but we should be asking ourselves “what can it do for me now?” instead of wondering what it might be able to do for us in the future. AI shouldn’t have a ‘one size fits all’ approach. Whether you’re implementing it for automation, personalization or efficiency, you should be considering your organization’s core values, objectives and priorities. As we move from proof- of-concept through to production, it’s important to adopt a pragmatic approach to create a sustainable AI roadmap. This session will consider: 

• Assessing whether your data infrastructure is mature enough to handle AI implementation 
• A comparison of the value between implementing AI on an operational, customer-facing or enterprise level 
• Determining whether AI implementation is the right move for your organization 
• Demonstrating ROI of AI through Data & Analytics