Step into the Future of CX - Experience AI Agents Live
October 14, 2025
| Online
Patrick is the Executive Vice President, Global Customer Experience at Coveo where he leads Coveo’s customer experience teams globally. This includes all services, support, customer success and technical account management operations, working closely and in conjunction with product teams, sales and account management teams. Patrick was previously General Manager of Service Solutions at Coveo, after spending 4 years leading the Technical Support team.
Patrick has been in the technology industry for 25+ years, working in various domains such as telecommunications, human capital management and relevance platforms. His journey in Support Services started back in 1999 as a Support Analyst, and he has not left support since. During his spare time, he likes to play hockey, tennis, drums and most of all, spend time with his family.
Day One
10:30 AM Building End-to-Endless CX: An AI-experience strategy
Delivering an end-to-end service experience is no easy task - it requires a complex tech stack, integrations, and AI capabilities, such as Natural Language Processing (NLP), Machine Learning (ML) Models, Large Language Models (LLMs) and more. With the AI hype and an overflow of offerings, it's challenging to know what truly delivers value and ROI.
In this session, Coveo’s EVP, Global Customer Experience, Patrick Martin, will share guidance on how to think about an AI-Experience Strategy to build an end-to-end CX, embed AI into your customer service workflows, drive efficiency, and build stronger, lasting “end-to-endless" customer relationships.
Attendees will learn:
- Proven fast ROI: Learn the foundational steps that have helped 30+ enterprises achieve rapid ROI with generative AI in as little as 90 days.
- AI-powered transformation: Discover the key strategies for embedding AI into service operations to enhance efficiency, satisfaction, and loyalty.
- AI-driven service experiences: Learn how to unify enterprise knowledge into a single robust and secure index, delivering personalized customer interactions, seamless self-service, and proactive support across every touchpoint.
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