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Session: Spark Talk

The Humanization of CX in an Era of AI

Date and Location

June 4, 2019, 2:30PM - 3:15PM
Chairman's Ballroom 357 Tues

Speaker(s)

  • Brian Solis
    Principal Analyst
    Alimeter Group

AI is promising the automation of customer engagement to scale intelligent, real-time CX to survive digital Darwinism. The future has two possibilities however. We can automate and scale the standards and capabilities for CX as we’ve come to define and shape them over the decades. Or, we can use AI as a mechanism to deliver personalized, on-demand experiences that connected customers are learning to expect from their favorite digital-native apps and services. In this special session, leading digital anthropologist, best-selling author and keynote speaker Brian Solis will share how AI and a little bit of ingenuity and imagination can unlock an entirely new generation of customer experiences that become the standard for everyone else to follow.