All Access: The AI Revolution in CX APAC 2024
19-20 March 2024
l Deep Dive Series | 9AM SGT
James Calder
Director of AI, Analytics, and Digital - APJ and ME NICEJames Calder brings over 25 years of IT industry expertise, spanning EMEA and, for the past 15 years, ANZ and APJ regions. With experience in top-tier companies, he specialises in sales team growth. Notably, he has built teams from scratch, achieving remarkable 20-fold growth over 5-10 years each, honing skills in team building, leadership, and sales performance. As Director of AI, Analytics, and Digital at NICE for APJ and ME, James focuses on leveraging technology to transform customer interactions and enhance brand value. He leads a specialist team dedicated to optimising customer experience through the NICE CX platform, implementing cutting-edge AI, digital, and analytics solutions. His passion lies in using technology to drive business success and elevate customer experiences, believing innovation and a customer-centric approach are key to unlocking growth and differentiation in today's competitive landscape.
Day One - 19 March 2024
11:00 AM Leveraging AI to Transform Loyal Customers into Brand Advocates
In this session, we will delve into the strategic deployment of Artificial Intelligence (AI) to enhance customer journeys, foster loyalty, and ultimately convert satisfied customers into passionate brand advocates. By identifying the pivotal points in customer journeys where AI can make the most significant impact, we will explore how this translates into improved Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics.
Key Discussion Points:
- Examine how AI-driven enhancements to customer journeys influence key metrics.
- Discuss case studies and real-world examples showcasing improvements in NPS and CSAT scores.
- Highlight the correlation between enhanced customer experiences and increased brand advocacy.
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