Presentations

Going Beyond the Artificial Intelligence Hype to Create Impactful Macro and Micro CX Moments

Going Beyond the Artificial Intelligence Hype to Create Impactful Macro and Micro CX Moments

Adam Geneave, Chief Customer Happiness Officer at AirAsia was one of our distinguished speakers at CX Asia Week last year. View his presentation on how AirAsia is capitalising on AI to effect positive customer experience – from major digital transformation programmes in the areas of omnichannel, agile improvements with the use of AI for facial recognition to harnessing AI-powered customer insights to create impactful micro-moments including offering umbrellas to passengers in Indonesia and Malaysia during monsoon seasons!

Building a Digitally-Empowered End-to-End Customer Journey

Building a Digitally-Empowered End-to-End Customer Journey

At CX Asia Week 2019, Francesco Lagutaine, Chief Marketing & Experience Design Officer at Manulife presented on Building a Digitally-Empowered End-to-EndCustomer Journey.  In this presentation, he shares how Manulife embarked on a five-year integrated approach to getting their digital foundations right – making strategic investments in areas such as omni-architecture, microservices, APIs, artificial intelligence and more.