Meaningfully Incorporating AI Into the Customer Experience

While artificial intelligence may be on everyone's minds these days, the difference between CX leaders and laggards will rely in at least some part on how, where, and why they incorporate AI into their experience without sacrificing quality or connection. This session will look at what organizations should be considering, as well as what to avoid, when incorporating AI into customer experience operations.

By the end of this session, you will understand:

  • Areas where AI can play a key role without sacrificing quality of CX

  • The best philosophy to use to approach AI in a cautious but optimistic manner

  • Areas to avoid or where AI is not ready for prime time

  • Ways of thinking to experiment and adopt AI-based approaches over time.


Greg Kihlström
The Agile Brand