CX Talks: Truth, trust and automation with generative AI
A debate on whether generative AI can build trust and loyalty, humanize digital CX and improve EX
The arrival of ChatGPT 3.5 in late 2022 thrust generative AI to the top of the CX agenda, accelerating automation, hyper-personalization and data capabilities. According to research from McKinsey, 90 percent of commercial leaders expect to utilize generative AI solutions “often” in 2025.
Generative AI, however, is not without controversy. Whilst holding significant potential in improving CX, it also introduces ethical and trust challenges. Concerns arise regarding the authenticity of AI-generated content and its impact on customer trust. For those in CX, this forces us to ask how our customers truly feel about Generative AI's role in CX and service. Do customers welcome AI-powered technology that mimics human interaction? Is generative AI right for every brand?
CX Network editor-in-chief Melanie Mingas puts these questions and more to Philippe Mercier, Vice President, Analytics, AI and Digital - APAC for NICE , Dr M Maruf Hossain PhD Vice President, Enterprise Data and Intelligent Automation, ANZ and Pradeep Menon, CTO, Data and Generative AI Lead, Microsoft.
This edition of CX Talks will focus on:
- Trust in the digital age: Explore strategies to build and maintain trust as AI increasingly becomes a part of the customer and employee journey.
- Humanization in automation: Discover how to infuse empathy and personalization into AI-driven interactions, ensuring a human touch in digital experiences.
- Loyalty in an AI world: Learn how to foster customer and employee loyalty in a landscape where AI influences decision-making and engagement.
Speakers
Melanie Mingas
Editor-in-chief
CX Network
Melanie is editor-in-chief of CX Network, handling all client projects and online multi-media content, and leading the team to ensure CX Network is the go-to resource for CX professionals around the world.
Philippe Mercier
Vice President, Analytics, AI and Digital - APAC
NICE Ltd
Philippe Mercier helps organizations transform their customer experience leveraging Analytics, AI and Digital – He has more than 25 years of sales and management experience at global consulting and software companies offering enterprise level solutions. Prior to his role at NICE, Philippe was at IBM where he led the Data Science, Watson and Artificial Intelligence Unit for Asia Pacific. His key achievements include accelerated sales growth, launching the Data Science Centre of Excellence in Singapore and building a successful APAC presence.
He has been helping many organizations through their AI and Digital journey. Philippe has also held several leadership positions across US, Europe and Asia. Philippe holds a Master Degree of Business Administration from Institut Supérieur de Gestion, Paris, France.
Dr M Maruf Hossain PhD
Vice President of Data Science Intelligent Automation
ANZ
Dr M Maruf Hossain currently holds the position of Vice President of Data Science at ANZ Bank, where he leads a team comprising different data professionals. In the past, Dr Maruf served as the Head of Data Science at Credit Clear and as the Chief Data Scientist at Telstra Global (via Infosys Consulting). Additionally, he assumed the role of Technical Lead for multiple data science projects for the Australian Government and played a pivotal role in establishing the data science practice at IBM Australia, involving developing and delivering training and mentoring programs.
Dr Maruf's contributions extend beyond industry positions, as evidenced by his co-authorship of numerous research papers on machine learning. Particularly noteworthy are his algorithms' impact on critical national projects, such as Taskforce Eligo, which seized over $580 million in cash, drugs, and assets in 2013. Furthermore, Dr Maruf's analytical report during the multi-agency National Security Operations pilot phase paved the way for its implementation under the Prime Minister and Cabinet.
Pradeep Menon
CTO | Data and Generative AI Lead, Digital Natives, ASEAN
Microsoft
Pradeep is a seasoned technology professional with more than 20 years of experience in technology with an emphasis on Data, AI, and Cloud Computing. He has worked with customers across Asia in their digital transformation journeys focusing on the intersection of data, technology, and strategy.
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