Reshaping CX with A.I.

Wednesday, October 17, 2018
11am EDT
Duration: 1 hour

HOSTED BY

Hosted By: Worthix CMO and Voices of CX Host Mary Drumond
Mary Drumond is Chief Marketing Officer at Worthix and host of the Voices of CX Podcast where she has interviewed some of the most influential CX thought-leaders, practitioners and academia on challenges and innovation in CX. Mary's goal is to broaden the reach of Customer Experience, connecting it to Marketing, Business, Design-thinking, Data science, Statistics and Behavioral Economics.

SPEAKERS

Bob Hayes, is a researcher, writer and consultant (www.businessoverbroadway.com) is considered an expert in the intersection of customer experience, data science and machine learning. He has over 25 years of consulting and research experience in enterprise and midsize companies, including Microsoft, Oracle, Agilent Technologies, Sophos, Virtual Instruments, Netsmart Technologies and Genstar Capital. Bob holds a PhD in industrial-organizational psychology and has written three books on the topic of customer experience, measurement and analytics.

Ramsay Brown is a NeuroTechnologist, Futurist Philosopher, and Escaped Circus Bear. Trained at USC's Brain Architecture Center, Rams worked on Brain Mapping and pioneered a Google Maps for the Brain. Now, he's CoFounder and Chief Operations Officer at Boundless.ai, where he and his team are leading the edge of Persuasive AI and Behavioral Design. 

Michael Bartlett is a recent transplant from the United Kingdom, Michael lives and works in Missouri as the Director of Experience Innovation at JMARK Business Solutions. He also runs his own Customer Experience training and consulting firm and is the author of CCXP Exam Preparation. Michael obtained his masters in Artificial Intelligence in 1999 and has been building NLP systems and Neural Networks ever since. His current focus is on using Human Centered Design to augment A.I. implementations.

Guilherme Cerqueira is the founder & CEO at Worthix, Market Research Professional, and ESOMAR member with 17 years of experience helping large enterprises understand the correlation of customer experiences and business results. Cerqueira is a pioneer in using Artificial Intelligence for CX surveys and methodologies and has used his background in psychology to pinpoint how consumer behavior affects customer loyalty and churn. Early adopters of Worthix A.I. Surveys include Verizon, Blizzard Studios, FCA, Volvo, Santander, Accenture, TechCrunch, and many others.

SUMMARY


This panel will feature some of the best and brightest in both artificial intelligence and customer experience. As A.I. capabilities continue to increase each year, bringing these minds together serves the purpose of discussing the challenges, successes and future of A.I implementation in CX.

Topic 1
Hyper-personalization:

1.1 The dangers of hyper-personalization
1.2 A.I. and the next stage of hyper-personalization

Topic 2
Cross Industry Collaboration:

2.1 Using data from other channels to hyper-personalize/curate products or services
2.2 Data analytics/ prediction models vs. surveys powered by A.I. for data collection

Topic 3
Natural Language Processing

3.1 NLP for VOC: language or conversation analyses; surveys
3.2 Using NLP to overcome data commoditization
3.3 Determine the 'why' behind customer decisions with NLP

Topic 4
A.I. is a tool to reach a goal, not the other way around.

4.1 Digitization Phenomenon
4.2 The Future of A.I.

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HOSTED BY

Hosted By: Worthix CMO Mary Drumond
Mary Drumond is Chief Marketing Officer at Worthix and host of the Voices of CX Podcast where she has interviewed some of the most influential CX thought-leaders, practitioners and academia on challenges and innovation in CX. Mary's goal is to broaden the reach of Customer Experience, connecting it to Marketing, Business, Design-thinking, Data science, Statistics and Behavioral Economics.

SPEAKERS

Bob Hayes, is a researcher, writer and consultant (www.businessoverbroadway.com) is considered an expert in the intersection of customer experience, data science and machine learning. He has over 25 years of consulting and research experience in enterprise and midsize companies, including Microsoft, Oracle, Agilent Technologies, Sophos, Virtual Instruments, Netsmart Technologies and Genstar Capital. Bob holds a PhD in industrial-organizational psychology and has written three books on the topic of customer experience, measurement and analytics.

Ramsay Brown is a NeuroTechnologist, Futurist Philosopher, and Escaped Circus Bear. Trained at USC's Brain Architecture Center, Rams worked on Brain Mapping and pioneered a Google Maps for the Brain. Now, he's CoFounder and Chief Operations Officer at Boundless.ai, where he and his team are leading the edge of Persuasive AI and Behavioral Design. 

Michael Bartlett is a recent transplant from the United Kingdom, Michael lives and works in Missouri as the Director of Experience Innovation at JMARK Business Solutions. He also runs his own Customer Experience training and consulting firm and is the author of CCXP Exam Preparation. Michael obtained his masters in Artificial Intelligence in 1999 and has been building NLP systems and Neural Networks ever since. His current focus is on using Human Centered Design to augment A.I. implementations.

Guilherme Cerqueira is the founder & CEO at Worthix, Market Research Professional, and ESOMAR member with 17 years of experience helping large enterprises understand the correlation of customer experiences and business results. Cerqueira is a pioneer in using Artificial Intelligence for CX surveys and methodologies and has used his background in psychology to pinpoint how consumer behavior affects customer loyalty and churn. Early adopters of Worthix A.I. Surveys include Verizon, Starbucks, Blizzard Studios, FCA, Volvo, Santander, Accenture, TechCrunch, and many others.