Julie Dilloway-Knapp

VP of Cabin, Inflight & Clubhouses Virgin Atlantic Airways Ltd

CX Travel and Hospitality Exchange - Day 1

11:00 Think Tank | Where Do Employees Step In? Re-Discovering Our Place in the Age of AI-Driven CX to Attain Loyalty

Perhaps one of the most pressing questions that many CX executives are pondering right now is: Where in the chain do we step in? There remains ever growing trust issues between CX executives and AI solutions in terms of AI's abilities to act in a human and empathetic way so gleaning when AI should step in and step back is vital.

• Defining the points at which a human should step in within the CX process after AI solutions have been integrated

• Learning about cases, such as hallucinations, where AI should be viewed with scepticism and cases where it can offer huge efficiency gains

• Exploring the ways in which AI can contribute to operational efficiency, improving employee experience, and increasing ROI

Check out the incredible speaker line-up to see who will be joining Julie.

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