GenAI CX Revolution: Empowering Exceptional Customer Experiences
Discover how industry leaders transform customer experience strategies into tangible business success.
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About:
This panel discusses the latest advancements in artificial intelligence (GenAI) and its application in customer experience (CX), exploring how to predict customer behavior, personalize interactions, and optimize performance to deliver exceptional customer experiences.
Expert Moderator of the Panel:
Rajiv N : GM & Head of Social Media & Customer Experience, Airtel India
Esteemed Panel Speakers:
Ranjit Kumar : Head Of Customer Experience, Ninjacart
Vindhya Shanmugam : Sr Director – Cx Growth, Search & Payments, Myntra
Aalok R Pradhan : Head – Contact Centre Ops, CX, COE – Digital & AI, TVS Motor Company
Padmanaban T A : DGM & Head of Digital Projects, Karnataka Bank
Arjun K Sriram : Head – Customer Trust and Experience Fast Fashion, Reliance Retail
Riveena Kaur : Deputy General Manager-Customer Experience, Landmark Group
Ankit Jain : Chief Revenue Officer, OneXtel
Chapters:
00:00 - Introduction & Overview
01:45 - Using GenAI for Seamless, Human-Like Interactions
05:53 - The Impact of Auto-Answers on Conversations
09:04 - Are We Losing the Warmth of Conversations to Quick Auto-Responses?
12:49 - Balancing AI and Human Intuition:
19:08 - How GenAI Trends Are Driving Innovation
23:40 - Predictive Analytics and Real-Time Feedback
27:53 - Adopting AI models in customer experience
30:38 - The Future of AI-Driven Customer Experiences