SESSION 5

AI & Customer Experience

A knowledge sharing group dedicated to CIOs and IT leaders of prominent enterprises in the Philippines. The group meets every two months to discuss topical issues selected by the members.

Agenda:

8:00 – Welcome breakfast

8:30 – Participants’ introductions

8:45 – Discussion instigated by Lauro Matias and continued by the group

9:30 – “Hot seating” segment

The “hot seating” segment involves selecting a single member of the CIO group and giving all other members the opportunity to ask specific and pertinent questions related to his/her activities. For a summary of our latest hotseater, please click here.

Topic

Topic: AI & Customer Experience: The Rise of the Intelligent Interaction

Artificial intelligence is now a key ingredient in customer engagement. In fact, in a survey conducted by Pegasystems, 100% of top-performing companies are currently using AI. On top of that, 56% of the top performers are investing in AI to personalize and continuously learn from customer interactions.

When used effectively, AI tools like predictive analytics solutions and chatbots, promote faster production and more efficiency as well as boost customer loyalty and satisfaction. But AI technologies don’t come without their challenges. Some companies struggle to understand the AI algorithms involved and question whether customers want their personal information exposed. When in fact, 40% of survey respondents cite transparency as a top feature of a successful customer engagement solution. So how can companies demystify AI and make more strategic use of this innovative technology despite these underlying concerns?

We will be discussing: