The Virtual CX Show - Day 3 - 17 June 2020
9:25 am - 9:30 am
Welcoming & Introduction
9:30 am - 10:00 am
Reserved for Sponsor
10:00 am - 10:30 am
Transforming and Improving CX with Artificial Intelligence & Machine Learning
Andrea Prazakova -
SVP Customer Experience & Design,
MasterCard MEA
AI/ML is definitely the root to digital transformation within the CX space. In 2011, Gartner predicted that 85% of customer relationships would be managed by AI and without human interaction by the year 2020. With the amount of data we have access to, it opens the doors to utilise the data for machine learning and AI, which can improve everyday experiences for customers
Key learnings from this sessions include:
• What is AI bringing to the CX table?
• Perspectives & predictions on what AI will offer in the near future
• What are the best strategies to implement AI into your CX processes?
10:30 am - 11:00 am
Reserved for Sponsor
11:00 am - 11:30 am
Robots vs Humans - Can they co-exist in the CX world?
Guilherme Rodrigues -
AVP Customer Experience and Design Lead,
First Abu Dhabi Bank
The world is constantly debating if robots - AI and Chatbots - will be taking over human jobs or enhance the workforce. As technology advances, more businesses will likely adopt fast-paced robots that can maximize output and potentially displace human workers altogether.
Key learnings from this session include:
• Is it financially sustainable to have robots and humans on the CX team?
• Can robots feel and utilise on the emotional status of the client to apply empathy?
• Does the human support tech or does tech support the human?
