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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Session 206: AI in CX: The Realities, the Risks, and the Hype

Simon Kriss  (Chief Innovation Officer, CX Innovation Institute)

Location: Coral Sea 1

Date: Wednesday, October 18

Time: 11:30 am - 12:30 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Session

Vault Recording: TBD

It seems that all we hear about today is AI. If you're like most contact center professionals, you're aware of AI but still not 100% clear on how it fits into your operation. You may even be a bit overwhelmed. If this is you, then this session is for you!

Join Simon Kriss, CX futurologist and author of The AI-Empowered Customer Experience, for a fast-paced and engaging session that will unpack AI in a way that makes it easy to comprehend. In the session, we will:

  • Demystify how AI works, and explore the difference between other AI and generative AI
  • Understand what some of the confusing terminology is all about
  • Examine how AI can enhance CX, EX, and operational efficiency with real-life examples
  • Unpack the risks business leaders need to be aware of to make sure they ask the right questions
  • Most of all, have some fun and learn together

Join this session and go back to your organisation ready to lead AI from the driver’s seat, not the backseat!