Generative AI and Chatbots for Customer Contact
June 06 - 08, 2023
| 12PM ET
Ken Madrigal
Senior Director Unified Best Practices Group Sprinklr
Ken Madrigal is a Senior Director in Sprinklr’s Unified CXM Best Practices Group. Ken advises Sprinklr’s most strategic accounts and C-Suite level clients on CXM Best Practices that include Care, Social Care, Social Marketing, Digital Communities, Customer Engagement and Digital Transformation; as well as, being a SME leader for Telecommunication and Pharma/ BioTech verticals in Sprinklr. Prior to Sprinklr, Ken worked at Verizon where he led the CX transformation for all Social Care operations and strategy, Community Management, Chat and Social Marketing programs across Mobile and Fios (Home Internet) lines of business. He also spent several years at PwC’s Consulting Digital Experience Practice, where he led diverse projects and advised several Fortune 100 C-Suite and senior executives on Social, Digital Readiness and Transformation.
Ken is a thought leader and speaker on how brands leverage Social Media best practices to impact business objectives and how to evolve strategic storytelling to become a change agent within your organization. Click here to find his latest podcast on Social Care. (https://www.convinceandconvert.com/podcasts/episodes/turning-social-care-into-unforgettable-customer-experiences/)
Day 2: Wednesday, June 7th
12:00 PM Thinking About AI Across the Customer Journey
Stop focusing on just chat bots and look how to incorporate AI within the customer journey to make each touchpoint intentional and experiential.
Each company continues to explore and often struggle with what the emerging waves of AI innovations mean to their business and what it means for their customer experience. Some brands have just started this journey while others are a bit further down the road. Regardless, business leaders know we’ve only scratched the surface trying to understand how AI will be impactful to business objectives and what they want to accomplish.
Join Ken Madrigal, Senior Director Unified Best Practices Group at Sprinklr, in a comprehensive discussion of how brands can assess their operations and readiness when thinking about the impact of AI across these CX categories: Knowing your customers (Insights); Engaging customers (Automation and Agent Practices), Measuring your customer experience (Reporting and Storytelling) and finally Retaining and connecting with your customers (Loyalty, Advocacy and Retargeting).
