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Schedule 2024

Session 103: Where Customer Experience Leaders are Seeing Success with AI

Bala Venkataramanan  (Vice President, Head of Customer Experience & Operations, BILL)

Jon Lamont  (Director of Care Revenue, Mint Mobile)

Etie Hertz  (CEO, Loris.ai)

Date: Wednesday, October 23

Time: 10:15 am - 11:15 am

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience

Session Type: Case Study

Vault Recording: TBD

Its become clear to everyone in Customer Experience that AI is going to be playing an ever-increasing role in our future. But figuring out how to transition your current customer service operations to that future state is not as clear. Understanding which use cases and operations are the right starting point can mean the difference between a smooth transition to AI-enabled customer experiences and wasted investments that put you farther behind your competitors. In this session, you'll hear from real CX leaders on where they started, what they've seen work, what to avoid, and advice for fellow customer service professionals looking to take advantage of AI, but not sure where to start.

Takeaway

There is a lot of pressure to move quickly with AI, but you can't do so at the risk of your customer experience
Customer conversations are an existing, available resource you can tap into quickly that's low risk and high impact
Understanding your current state gives you a clear roadmap for where and how to fix your biggest problems
These insights also guide where you should invest next and if you need to rethink how you measure progress