This session will look at how organizations should use AI-enabled tools to create smarter marketing, customer support and sales experiences and thus supercharge the customer journey of the future. We will explore the importance of using AI and conversational platforms to create the customer experience of the future, and we will show how to leverage AI tools to differentiate yourself and future-proof yourself in a world of hyperintelligent customer services and sales applications.
Speaker bio
Brian Manusama
Sr Director Analyst
Brian Manusama is a Senior Director Analyst in Gartner Research. His research focuses on customer experience (CX) strategies and technologies, customer service and support and artificial intelligence.
With his in-depth thought leading insights in CX and use of artificial intelligence, Mr. Manusama's latest research projects involved AI conversational platforms like chatbots and virtual customer assistants (VCA), defining the future of customer service and developing self-service strategies.
Mr. Manusama is also the lead author of the Magic Quadrant for CRM Customer Engagement Centers and Conference Chair of the Customer Experience and Technology Summit in London.
Mr. Manusama brings more than 25 years of international business and IT experience.
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With his in-depth thought leading insights in CX and use of artificial intelligence, Mr. Manusama's latest research projects involved AI conversational platforms like chatbots and virtual customer assistants (VCA), defining the future of customer service and developing self-service strategies.
Mr. Manusama is also the lead author of the Magic Quadrant for CRM Customer Engagement Centers and Conference Chair of the Customer Experience and Technology Summit in London.
Mr. Manusama brings more than 25 years of international business and IT experience.
Thursday, 13 February, 2020 / 12:45 PM - 01:30 PM JST
How to Use AI to Create the Customer Experience of the Future
Friday, 14 February, 2020 / 01:30 PM - 02:15 PM JST
The Present and Future of Artificial Intelligence
Artificial intelligence adoption has entered the mainstream, but most organizations are in the early stages, and still developing their strategy and governance. Get a sense of where you stand and where the industry will progress to support customer experience.
Friday, 14 February, 2020 / 03:40 PM - 04:25 PM JST
Ask the Expert: How Chatbots Provide Real Value for Your Customers and Your Organization
Can chatbots create a more personal experience for your customers? This session will answer questions on how chatbots can improve the customer experience and, more importantly, help you determine if chatbots are the right move for your organization at this time. We will discuss topics like:
• Will your customers accept chatbots?
• What are the best practices for implementation?
• What is the expected evolution for chatbots?
Please note: Reserved for end users only. Preregistration required.