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19th November | 09:00 am ET

Unleashing AI to Transform Customer Experience

A virtual 1-Day Summit
In partnership with GDS Group.

In today's competitive landscape, implementing AI across the customer journey is becoming essential for delivering exceptional experiences.

With the right tools, every customer touchpoint can be a step toward a deeper relationship and better outcome.  

But implementation is complex. Leaders must consider data privacy concerns, and find the right balance between automated and human interactions. So, what does that balance look like? How can your company leverage AI and generative AI to enhance customer interactions, improve agent productivity, and streamline operations? And how do you enable your teams to overcome common pitfalls?

Join AWS as we explore how AI is enabling seamless customer experiences. Share your own challenges and discuss best practice with industry peers in this One-Day Digital Summit. You’ll leave with actionable insights on implementing AI solutions that drive business value while maintaining the human touch.

Discussion topics:

How do you unleash innovation in customer experience while protecting sensitive customer data?

What’s the right balance between AI and human interactions?

How do you show the true business value of your AI investments?

Roundtable tracks:

Put AI to work and evolve your customer experience. Blend AI and human judgement to maximize value today while ensuring durability for tomorrow.

* AI implementation

* Self-service

* Human agent productivity

AI-Driven Customer Experience Evolution: Balancing Implementation, Self-Service + Agent Productivity

Transform fragmented interactions into seamless conversations across channels. Learn to preserve context across every human and AI touchpoint, from proactive outreach to swift resolution.

* Personalization

* Automation

Unified Customer Journey Management: Personalized Cross-Channel Conversations Through Automation

Explore how Amazon enables its customer service organization to deliver a world-class customer service experience by sharing insights into unique Amazonian mechanisms like Tenets and Working Backwards, and how these are applied to customer service innovations.

*Employee enablement

*Change management and adoption

*Building customer and employee trust in AI

Learning from Amazon: Customer Service at Amazon

Agenda

  • (moderated by GDS editor)

  • (by GDS editor)