FIRESIDE CHAT: AI in Action – Driving Adoption and Bridging the Experience Gap

AI is rapidly transforming customer service and employee engagement, reshaping how organizations personalize experiences, tackle biases, and drive measurable outcomes. This session will explore how businesses can successfully integrate AI into their strategies, ensuring both customers and employees benefit. Our experts will share insights on navigating AI adoption, overcoming challenges, and balancing automation with the human touch to create seamless, impactful experiences.

Discussion Topics:

• How can AI be effectively leveraged to enhance both customer and employee experiences, and where do these two elements intersect in your strategy?
• What challenges arise when implementing AI-driven personalisation, and how can organisations address AI bias to ensure fair and meaningful interactions?
• What key metrics should businesses track to measure AI’s impact on customer and employee experiences?
• How can organisations empower customers with more control over their data to drive their own personalised experiences?
• Looking ahead, what is the evolving role of AI in customer service, and how can businesses strike the right balance between automation and human interaction?