Bryan Moyer

Vice President of Customer Experience Home Depot

Day 2 (25 February)

11:30 AM HOT SEAT PANEL: To AI or Not to AI: When Is Automation Not Appropriate?

As automation capabilities continue to expand, the real challenge is no longer identifying where automation is possible, but whether automation is appropriate.

Hear from this cross-industry panel on their real-life learnings and how and why they defined boundaries for automated service, and how they ensure a 'human is in the loop' when required.

• How do you define your brand's no-gos and identify the moments where human expertise and empathy should never be compromised?

• Preventing 'approval fatigue' through strict audit trails

• Building continuous monitoring processes that protect both your customers and your brand, ensuring automation enhances experiences without creating unnecessary risk or eroding trust

• What can you do to ensure you are meeting customers where they are and on their terms, not yours?

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

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