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 

Getting a genuine idea of the success (or otherwise) of customer interactions has never been so important. Analysing these “moments of truth” can be critical in both improving your approach to customer experience overall, showing what’s working and what’s not and allowing you to adapt your plans where needed. Naturally, the most critical aspect of using data to drive future direction is the inputs used – in this case, ensuring the data captures the true nature of customer experiences and is representative of all interactions. 

Surveys have been the traditional medium to gather this information. However, whilst they are still a vital cog in the machine to deliver meaningful and actionable insight, in this keynote case-study, TS Balaji, VP of Digital and Customer Experience at Cox Communications will give invaluable insight into how Cox Communication go beyond this, measuring operational activity to create sentiment predictions, then using surveys to test these models against. Using this data, Cox Communications are able to get a greater level of certainty into their insights created and can drive a more customer-centric operating model – all of which will be explored during this critical presentation.