- Wednesday
- Thursday
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11.00 - 11.30
Aditya Kejriwal - Cardinal Health
Managing Customer Experience in Healthcare
Healthcare products are becoming commoditized, and a growing focus on Customer Experience is expected by customers.
11.45 - 12.15
Astha Purohit - Walmart
Mastering AI in Customer Service: Building a Future of Enhanced Customer Interaction and Support
In an era where customer expectations are at an all-time high, the integration of Artificial Intelligence (AI) into customer service isn’t just an innovation, it’s a necessity. "Mastering AI in Customer Service: Building a Future of Enhanced Customer Interaction and Support" delves into the transformative power of AI in revolutionizing customer experiences, particularly in the retail sector. This talk will explore the critical facets of AI-driven customer service, from its current state to future possibilities. We will begin by examining the impact of AI on retail customer service, navigate the roadmap to AI integration in customer service along with a strategic framework for incorporating AI technologies, covering essential topics such as choosing the right AI tools, training staff, and seamlessly blending AI with human touch-points.
12.15 - 12.45
Paola Cavallero - Smile CX
Solving the Dilemma: Tech Driven Interactions for Efficiency on Human Governance?
In the era of cutting-edge technology, the dilemma is clear: Should businesses move towards tech driven interactions, sacrificing the human touch for efficiency, or is there a way to strike the perfect balance? Learn how technology and humans can work together with a key objective: increase CX.
13.15 - 13.45
Dennis Wakabayashi - Global Voice of CX
The United World of Empathy, Innovation and Customer Experience
In this keynote, Dennis Wakabayashi, the Global Voice of CX, takes us on a journey from the frontlines of customer service in Africa to the forefront of CX innovation at Expo City Dubai. Together we’ll explore universal human values that underpin exceptional customer experiences across worldwide cultures highlighting the power of empathy, innovation, and strategic insight in shaping the future of CX.
14.00 - 14.30
Kamala Manju Kesavan - Visa
A Journey of Customer-Centric Digital Transformation with Cloud and AI Integration
Digital transformation in software development, coupled with cloud computing and artificial intelligence (AI), brings a synergistic approach to integrating customer feedback. Cloud platforms offer scalable and collaborative environments, enabling efficient feedback collection and dissemination. AI-powered analytics processes this feedback, extracting actionable insights. This dynamic interaction loop, fueled by cloud and AI technologies, enhances adaptability, accelerates development cycles, and ensures that customer experiences are not only heard but profoundly influence the evolution of digital solutions.
14.45 - 15.15
Erica Dorosin - Arise
The Future of CX: From Experience to Customer Elevation
Want to know how Spacely’s Space Sprokets keeps its customers happy? The future as William Hanna envisioned in “The Jetsons” is already here with video calls, robotic vacuums, and tablet computers already in use. The future of CX is also here, with GigCX, GenAI, and more. Learn more about these innovations and how you can employ them with ease and cost efficiency to overcome today’s contact center challenges.
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11.00 - 11.30
Kamala Manju Kesavan - Visa
A Journey of Customer-Centric Digital Transformation with Cloud and AI Integration
Digital transformation in software development, coupled with cloud computing and artificial intelligence (AI), brings a synergistic approach to integrating customer feedback. Cloud platforms offer scalable and collaborative environments, enabling efficient feedback collection and dissemination. AI-powered analytics processes this feedback, extracting actionable insights. This dynamic interaction loop, fueled by cloud and AI technologies, enhances adaptability, accelerates development cycles, and ensures that customer experiences are not only heard but profoundly influence the evolution of digital solutions.
11.45 - 12.15
Rohan Sharma - Zenolabs.AI
How CXOs Are Capitalizing on AI to Transform Cost Centers into Revenue-streams
In today''s rapidly evolving digital landscape, forward-thinking CXOs are harnessing the power of artificial intelligence to redefine traditional business models. By intelligently leveraging AI, they''re transforming once static operational cost centers into dynamic revenue streams. This strategic pivot not only optimizes existing resources but also unlocks new avenues for growth and profitability, marking a significant shift towards more agile, data-driven decision-making in the corporate world.
12.30 - 13.00
Leslie O’Flahavan and Vicki Brackett - E-WRITE and Knowledgely
Straight Talk: Women in CX
Join two experienced CX leaders—Vicki Brackett of Knowledgely and Leslie O’Flahavan of E-WRITE—for a straight-talk discussion on women’s influence and authority in CX. We’ll draw on our own experience to provide insights about cultivating a satisfying, lasting career in CX: · How to gain visibility in a virtual world · How to build a power base to drive or influence ideas inside your company · How to write with authority · How to convey your expertise when others question it · How to avoid undermining your own authority Bring your own questions and get ready to share your own opinions! We want to hear about your experiences, challenges, and goals.
13.15 - 13.45
Paola Cavallero - Smile CX
Solving the Dilemma: Tech Driven Interactions for Efficiency on Human Governance?
In the era of cutting-edge technology, the dilemma is clear: Should businesses move towards tech driven interactions, sacrificing the human touch for efficiency, or is there a way to strike the perfect balance? Learn how technology and humans can work together with a key objective: increase CX.
14.00 - 14.30
Erica Dorosin - Arise
The Future of CX: From Experience to Customer Elevation
Want to know how Spacely’s Space Sprokets keeps its customers happy? The future as William Hanna envisioned in “The Jetsons” is already here with video calls, robotic vacuums, and tablet computers already in use. The future of CX is also here, with GigCX, GenAI, and more. Learn more about these innovations and how you can employ them with ease and cost efficiency to overcome today’s contact center challenges.
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