The Serena Dinner

An exclusive dinner discussion for Senior Executives of prominent firms in New York

Automating Customer Interactions: Hype or Hope?


Creating a personalized service and delivering a seamless customer experience over multiple channels is something that consumers expect.

Chatbots are becoming very instrumental in this system. By having a bot that can follow conversations, searches, and preferences of a specific customer, a company can deepen relationships and facilitate transactions.

We discussed the following:

  • Are automated customer interactions improving customer experience?
  • What are the best examples of companies that are doing customer support really well?
  • What are the best ways to measure customer satisfaction today?

6:30 pm: Arrival of guests and reception
7:00 pm: Introduction by Ortus and short address from [24]
7:10 pm: Discussion instigated by the speaker and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert

Benoit New York
60 West 55th Street, New York, NY 10019

Tuesday, 19th of June 2018

Benoit Restaurant, New York City

Attended by:

Director of Strategy, Marketing & Operations at Verizon
Director of eCommerce Strategy at Walmart
Chief Experience Officer at Willis Towers Watson
Managing Director at Eventus Solutions Group
SVP, CIO of Hearst Technology at Hearst
SVP of Infrastructure & Cloud Adoption at Hearst
Head of Risk Management, US Marketing at HSBC
Senior Director of CX in Technology & Product at Comcast
VP, Head of Digital Customer Experience at JPMorgan
Director of Product Management & User Experience at William Sonoma, Inc.
VP of Global CRM, Patient, Retail Optical and Sun at Luxottica
VP of Marketing at New York Life Insurance Company
Corporate VP of Marketing at New York Life Insurance Company
General Manager of Customer Service at Staples
SVP of Customer Service & Operations at Goldman Sachs
Director of Global Digital Partnerships at Mastercard
Senior Director of Engineering at Go Daddy
Head of Core & Cloud, CTO of Customer Unit at Ericsson
Managing Director of Strategic Partnerships at Liberty Mutual
Director of Technology, Big Data Analytics at Ericsson
Founder and Chief Experience Officer at Customerville

Hosted by:

Jess CirciThe Serena Dinner