Brian Hodgdon

Head of Customer Experience Insight & Innovation Dropbox

Brian Hodgdon is a transformation executive who is passionate about emerging technologies and delighting customers. As the Global Head of CX Insight & Innovation at Dropbox, he focuses on fuelling exceptional customer experiences for the 500M+ registered users of Dropbox, which involves:

· Delivering data-driven insights that re-imagine the customer experience

· Creating low friction, highly engaging, customer experiences

· Building, and empowering, project management excellence

Prior to joining Dropbox, Brian was at Hewlett Packard Enterprise, where he held executive roles spanning Software Engineering, Business Intelligence, Data Science. He also led global transformation initiatives, including mergers and acquisitions.

Brian and his family dedicate much of their time to serving the needs of underprivileged children, both locally and abroad.

CONFERENCE DAY TWO (14 NOVEMBER)

9:15 DELIGHTING CUSTOMERS WITH AI

Rapidly introduce AI and then systematically mature it to drive quick, iterative, value all while achieving the ultimate goal of delighting your customers.

Know your customer, know your environment and tailor the experience accordingly. Enable your customers to self-solve, with confidence. Build AI capabilities once and leverage them across channels. Avoid pitfalls which can damage your brand.

Brian will share the Dropbox CX journey with their AI and ML initiatives, which are aimed at helping achieve greater customer self-sufficiency, developing more personalised conversations in context of customer interactions and differentiating Dropbox through a more compelling CX.

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

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