June 4, 2019, 5:30PM - 6:15PM EDT
Chairman's Ballroom 357
Principal AnalystAltimeter 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.