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

Schedule

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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!