Previously, software was expected to do what it says on the tin. Businesses would invest in current and evolving functionality, providing bug fixes which tended to move at a relatively slow pace across software applications. Consequently, businesses would buy applications, plug them in, build processes and people around them and let them run, with an awareness that, in many cases, ROI could take years.
That is not the case in the current AI landscape, which is constantly evolving at breakneck speed. Compute has seen a huge uplift and, as LLMs advance in reasoning, and the techniques to connect to them evolve, the design of the data corpus driving outcomes continues to be refined. To keep up, companies must adopt an innovation first, agile mindset, continuously adapting to technological changes, business models, employee roles and CX strategies. As autonomous agents and generative AI move rapidly from pilot to full roll-out, organizations are reconsidering how they serve customers and even what CX actually is in an AI-driven future.
In this session, futurist and AI leader, Hitesh Patel, will share his personal forward-looking view of how AI will continue to reshape CX. We’ll delve into key use cases such as AI agents that can disrupt contact centre delivery, the rise of avatar-driven services in technology and smarter customer interactions based on behavioral data, exploring the opportunities and ethical implications. We will discuss how business leaders can position CX functions to be adaptive, allowed to test, fail fast and ultimately strike the balance between AI efficiency and human empathy.
Attendees will learn:
- The mindset and organizational changes business leaders need to thrive in an AI-enabled future
- How AI will continue to transform the role of customer service.
- Ethical and strategic questions around data use, empathy and automation in customer interactions.
Hitesh Patel
Global Digital Director
IHG Hotels & Resorts