Understanding ethics, trust and value in CX

Interest in artificial intelligence (AI) is continuing to grow rapidly and AI-based customer experiences (CX) are crossing over into the mainstream.

Ahead of this year’s AI for CX forum we had the opportunity to interview Andy Wilkins, Chairman of the event and CEO, BE Advisory and Co-Founder of vision4health, about how industry leaders need to create new innovative approaches to meet the needs of customers while aligning with the strategy and culture of the organistion to, above all, deliver value to the customer.

Download the full interview on the right >>

Andy Wilkins provides a deep dive analysis into the digital ethics journey of CX and describes how AI ethics needs to be thought of as a separate entity to win the trust of customers and colleagues in the quest to deliver AI transformation.

To gain the full insight to the following questions download the interview now >>

1. In your opinion, what do you expect to see from this event that would make it an achievement?
2. Why is it important to unpack the themes of customer value, ethics and trust when trying to make the most out of AI?
3. Brand authenticity is key to building a customer’s trust but how do brands build this successfully when going through digital transformation and social disruption?
4.  In 2017, businesses who had a more meaningful and ethical consumer culture started to refer to themselves as having a glass box brand culture. How has AI encouraged a glass box brand culture?
5. How will data privacy affect the role of AI in the customer experience?
6. According to RJ Metrics, AI-personalisation has enabled retailers to access the top 1% of their customers, which is considered to be worth 10 times more valuable than the average customer. How can other industries facilitate AI-personalisation to increase brand value?
7. How will the EU’s AI ethics guidelines impact customer experience?