Michael Nevski is the Director of Global Insights for Visa's Business and Economic Insights team, where he drives the future of consumer research. Partnering with Visa's Chief Economist, Michael's leadership ensures that consumer insights are seamlessly integrated into Visa's economic forecasts and strategic initiatives. Michael manages a diverse portfolio of research vendors, spanning primary, secondary, syndicated, quantitative, and qualitative methodologies, to deliver actionable insights that guide business decisions. In his previous role with Charles Schwab, he was instrumental in pioneering the first inaugural path to customer purchase journey analysis, leading go-to-market strategy for robo advisory products and developing cutting-edge tracking systems that connected media exposure to digital behavior and conversions. His forward-thinking approach also led to the creation of remote meeting capabilities, revolutionizing client service delivery. With over three decades of experience, Michael has a proven track record of transforming insights into strategic actions. He has collaborated with global financial institutions, consumer product giants, manufacturing leaders, and data-driven companies, driving innovation and growth. His work not only impacts immediate business outcomes but also shapes long-term strategic directions. Michael's academic credentials include an MBA with a concentration in marketing and brand management from the University of Arizona, and a BS in Economics and Finance from Saint Petersburg State University of Finance and Economics. His extensive knowledge and practical expertise make him a compelling speaker, providing audiences with valuable, actionable insights that inspire change and drive success.
Current state of customer service, potential AI opportunities, and the challenges companies face in implementation
AI in customer service has evolved significantly, with technologies such as chatbots, virtual assistants, and AI-driven analytics being widely adopted to streamline operations, enhance customer experiences, and reduce costs. However, the integration of AI presents both remarkable opportunities and notable challenges for companies.
Opportunities to be discussed include:
- How AI solutions can handle a large volume of customer queries simultaneously, providing 24/7 support and significantly reducing response times
- How advanced AI algorithms can analyse customer data to deliver highly personalized experiences, boosting customer satisfaction and loyalty
Challenges to be discussed include:
- How to ensure robust security measures are in place for the protection of sensitive customer data while using AI systems, requiring
- The complex pain points when integrating AI solutions with legacy systems