Charles Haycox

In this session, we will discuss the practical CX applications of the most transformational technology that has hit the tech industry in many decades. Bill Gates has said that Generative AI is, “the most important advance in technology since the graphical user interface”. For those keeping track at home, BG is saying here that GenAI is a more significant and impactful technology than mobile phones, wireless internet, and cloud computing. But how does this apparently seminal technology affect the world of CX? The hype around AI has quickly overshadowed real world use-cases and leaders are often left wondering how to get in the game. The answer is simple: By remaining customer-obsessed, you can harness the power of GenAI and build products that customers truly love and value, rather than over-indexing on costly initiatives that no one asked for.

What you’ll learn from this session:

• How industry-leaders have built and scaled their internal teams to implement GenAI Solutions
• How Business Process Excellence and Customer Journey Mapping is a highly • instructive first step when determining where to invest time and resources
• Which business functions provide great starting points for GenAI solutions
• Where customer-facing executives have found the greatest value in their GenAI initiatives