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AI Readiness: Creating a Clear Path to Complete CX
No matter the industry, when it comes to CX strategies and roadmaps, AI is at the top of the list. While some drivers are tied back to buzzwords and tech pressures to implement AI, many organizations are recognizing that in order to achieve a successful approach to complete CX, AI must be infused throughout that journey. Whether it’s through bots and self-service, agent augmentation, or journey personalization and insights, AI is helping build stronger employee and customer relationships with an instantaneous operational impact. The challenge though – what AI do you use, how do you use it, and where do you start?
August 14, 2024
1 Hr View
Date: Sep 12, 2024
Duration: 1 Hr
In this session we will discuss:
What complete CX looks like and how AI impacts the journey to get there
Uncovering the importance of the right knowledge and data
Leveraging insights to ensure successful customer adoption
Establishing the roadmap that leads to enterprise AI acceptance for successful implementations
Expanding the value of AI beyond the traditional customer experience
Speakers:
Santiago Erroz,
Technical Lead,
Lufthansa Group
After completing his PhD in Astrophysics in 2015, Santiago pursued a postdoctoral position at ETH University in Zürich, Switzerland. He transitioned from academia to the industry in 2018 and worked as a consultant in Data Science. In 2019 he started working as data scientist at different departments of Swiss International Air Lines and Lufthansa Group. Since October 2022 he is the Technical Lead, where he leads technically a team of data scientists and machine learning engineers, oversees the technical aspects of data science projects, provides technical guidance and expertise to the team, manages project planning and timelines and fosters collaboration with other teams and business units to ensure the success of data science and AI projects across Lufthansa Group.
Jennifer Wilson
Senior Product Marketing Manager,
NICE
Jennifer serves as a Senior Product Marketing Manager at NICE. In her current role, she’s responsible for assisting in the promotion of NICE’s complete CX platform. Jennifer brings more than 20 years of experience in software technology that includes solution and vertical marketing, implementation services, and product management for contact center, customer engagement, knowledge management, and process automation solutions.
Michael Krieger
Moderator,
AI Business
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