This session will discuss AI basics, trends, and implications for leaders to consider with respect to AI and its impact on CX. We will define AI with respect to Customer Experience and Engagement, break down trends in areas relevant for customer experience leaders, and discuss approaches and impacts to areas such as Customer Engagement, Insights and Analytics, Talent, CX Design/Management, etc. The goals of this session are to provide you a foundation on AI and share some perspectives for you to take forward in your role as a CX leader.

Speaker: Andy Haas

Managing Director - Deloitte Consulting

Andy is a leader in Deloitte's Customer Service and Contact Center practice helping his clients navigate the future of service across strategy, operations, talent and enabling technology. Currently, Andy is leading Deloitte's efforts around building assets and accelerators to help expedite the path to value.