22 November 2024 | Post-Conference Focus Day - The Guidebook on Gen AI & The Human Touch
19 November 2024 | Pre-Conference Interactive Knowledge Visits
20 November 2024 | Main Conference Day 1
21 November 2024 | Main Conference Day 2
22 November 2024 | Post-Conference Focus Day - The Guidebook on Gen AI & The Human Touch
20 November 2024 | Digital Marketing Asia Day 1
21 November 2024 | Digital Marketing Asia Day 2
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 10:40 am
Opening Remarks by Chairperson
Dominique Rose Van-Winther -
Chief AI Evangelist, Chief Executive Officer,
Final Upgrade AI
10:40 am - 11:30 am
Panel Discussion | The Human-AI Symphony: Orchestrating Gen AI and the Human Touch for a Flawless Customer Journey
Dominique Rose Van-Winther -
Chief AI Evangelist, Chief Executive Officer,
Final Upgrade AI
Milind Gaharwar - Product Owner Data Science, Mercedez Benz
Anjali Kalia - Assistant Vice President – Digital Excellence, IHH Healthcare
Leong Chee Sung - Vice President of Customer Service, YTL Communications
Lolitta Suffian - Group Head of Customer Experience, Telekom Malaysia Group
This panel discussion will bring together industry leaders to explore the dynamic interplay between Generative AI (Gen AI) and the human touch in crafting exceptional customer experiences. Discuss how to leverage the strengths of both – Gen AI's automation and personalization capabilities with human empathy and judgment – to orchestrate seamless and emotionally resonant customer journeys.
- How Generative AI automates tasks and personalises journeys, from chatbots to tailored recommendations
- Creating seamless handoffs between AI and human interaction for a flawless customer experience
- Skilled agents with emotional intelligence build trust and handle complex issues that go beyond AI
11:30 am - 12:00 pm
AI Bias and Customer Data: Ensuring Fairness in the Age of Generative AI
Alif Yahya -
Assistant Vice President - Cyber Threat Intelligence,
Citi
This session tackles the crucial issue of AI bias and its potential impact on customer data. We'll delve into the risks of biased algorithms perpetuating unfairness in customer experiences. Explore strategies for ensuring data fairness, mitigating bias, and responsibly leveraging Gen AI to create ethical and inclusive customer journeys that benefit everyone.
- The risk of bias in customer data used to train Gen AI models
- Strategies for identifying and mitigating bias in data collection, analysis, and model development
- Practical approaches to ensure fairness in AI-driven customer interactions
12:00 pm - 1:00 pm
Lunch & Networking Break
1:00 pm - 1:30 pm
The Rise of Synthetic Media and Customer Deception
Lolitta Suffian -
Group Head of Customer Experience,
Telekom Malaysia Group
Dominique Rose Van-Winther - Chief AI Evangelist, Chief Executive Officer, Final Upgrade AI
We'll explore how synthetic media can be used for product demos, personalised messages, and even virtual agents, while also discussing potential misuse and strategies to ensure transparency and responsible application in the future of CX.
- The potential for misuse of synthetic media like deepfakes to deceive customers
- Building trust with customers in an environment where synthetic media can be used to manipulate information
- The need for ethical guidelines and potential regulations surrounding the development and use of synthetic media
- Educating customers on identifying synthetic media
