AI: Friend or Foe in the Customer Experience Battle?

AI: Friend or Foe in the Customer Experience Battle?

In this dynamic session, we'll explore how AI is reshaping customer interactions and whether businesses are striking the right balance between automation and the human touch. We’ll dive into real-world examples where AI has enhanced customer journeys and where it has created friction. As we examine the behavioural implications of AI-driven experiences, we’ll ask: Where in your customer journey do you see the greatest potential for AI enhancement?

We’ll also discuss the benefits and drawbacks of AI chatbots - who is getting it right, and where can improvements be made? Is your business maximising AI’s potential to improve customer experiences, particularly through AI prototyping? As we explore these topics, we’ll invite you to reflect on the feedback we’ve received from user regarding AI interactions withing their search behaviours.. Finally, we’ll delve into how to effectively measure the success of AI implementations in your customer experience strategy.

Join us for an engaging conversation about the evolving role of AI and how to ensure its impact is positive and authentic in an increasingly automated world.

At the end of the discussion section of the event, guests will be allowed to tour the Tower Bridge Exhibition which includes the stunning Walkways with panoramic views over The Thames and London Skyline, and the historic Engine Rooms which house the steam engines that were previously used to power the bridge lifts.

*Please note, only a maximum of TWO attendees per business
 

Agenda

• 12:45 - Arrival
• 13:15 - Welcome & Scene Setting
• 13:30 - Roundtable Discussions
• 15:00 - Event Close & Questions
• 15:15 - 15:45 Tour

Previous Attendees