All Access: The AI Revolution in CX APAC 2024
19-20 March 2024
l Deep Dive Series | 9AM SGT
Paromita Mitra
Head of AI for CX Enablement MaerskParomita started working in AI and analytics with GE in their consumer finance division in 2003. Subsequently, she has spent years in AI consulting that has spanned multiple industry verticals and included elements of AI strategy, AI enabled customer experience transformation as well as strategic road-map design for business transformation spanning multiple industry verticals. In her stint with an AI consulting firm, she developed the first ever AI powered real time context-based personalization engine, built on the philosophy of putting the customer at the centre of all enterprise actions and decisions. She also led and set up the ‘AI for Customer Experience’ practice area that hinges on the connected view of the customer and real time contextual engagement. In 2023, she has been appointed as the Head of AI for Customer Experience at AP Moller Maersk.
Day One - 19 March 2024
10:30 AM FIRESIDE CHAT: What’s possible to enhance CX with AI
AI continues to significantly transform customer experiences by offering more personalized and efficient interactions across various touchpoints. Realistically, AI-driven advancements enable hyper-personalization, where customer preferences are anticipated and catered to in real-time. Natural Language Processing (NLP) and sentiment analysis further refine communication channels, allowing companies to understand and respond to customer needs with greater empathy and accuracy. With that in mind, Paromita Mitra, who heads up the AI for CX enablement function at Maersk, will be talking about how AI helps companies forecast customer behaviors and needs, allowing proactive and predictive service delivery. Areas for consideration within our fireside chat include:
- Why AI is imperative for CX today
- AI initiatives to transform CX
- Where companies are struggling to embrace the above
- Unified CX is key and how unified data is the bedrock
- Superior CS need organizational level changes
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