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Keynote Panel: Is Gen AI Already Delivering Business Value to Enterprise CX?

Sheila McGee-Smith  (President & Principal Analyst, McGee-Smith Analytics)

Barry Cooper  (President of the CX Division, NICE)

Andy Dignan  (COO, Five9)

Danielle Joiner McPherson  (Director, Global Reservations - Contact Center Operations, Delta Air Lines)

Brett Weigl  (SVP and GM for Digital, AI, and Journey Analytics, Genesys)

Pasquale DeMaio  (Vice President, Customer Experience Services, AWS)

Location: Osceola CD

Date: Monday, March 25

Time: 2:00 pm - 2:45 pm

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass, Expo Plus Orlando, Expo Plus Virtual - Get your pass now!

Session Type: Keynote Sessions

Vault Recording: TBD

Contact center and customer experience solution providers have spent the past 20 months feverishly expanding existing AI applications and building new ones, in response to the massive interest touched off by ChatGPT's November 2022 debut. As early as summer 2023, market leaders were bringing generative AI-enhanced conversation summarization, intelligent virtual assistant, and agent assistance solutions to market.

In this session, the industry's leading contact center analyst, joined by top thought leaders in the space, will discuss whether the generative AI CX solutions deployed to date have begun driving positive business outcomes, and what it will take for generative AI to truly change the CX game. You will come away with a fuller view of the strategic issues facing your contact center as it plans AI deployments in the coming 12 months and beyond.

  • Is automation of customer interactions the primary goal of companies pursuing AI deployments, or are applications that support agents equally important?
  • Can companies that still operate on-premises contact center solutions take advantage of generative AI advancements? Is CCaaS a prerequisite for incorporation of AI into CX?
  • What kind of innovation should today’s CCaaS customers be looking for from their existing vendors? How should they evaluate whether it is time to move to a solution more aggressively building on generative AI?