CX Leaders: Trends & CX Insights Report
The CX Leaders — Trends & Insights: 2021 Corporate Edition report is designed to provide a wide-lens view of the customer experience industry, touching on many topics, including consumer preferences, CX strategies, customer experience insights, best practices, and more.
Results are further enhanced by Practitioner Perspectives, snapshot commentaries from CX leaders who are today driving CX excellence across various industries. Unique to this edition is the Consumer Comparison section. This section provides several select findings that allow the reader to compare and contrast results from the Consumer and Corporate editions, providing a unique insight into sometimes differing perspectives.
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Opening Keynote: AI and the Future of the Customer Experience
Changing technology and customer needs are reshaping the contact center more rapidly than ever before, and businesses that don’t ride the wave risk being flattened by it. In the opening keynote, Ping Wu, CEO of Cresta, will share what the coming years will look like as the customer experience fundamentally transforms. Join us for a look into the future as we unveil new advancements from Cresta to power your success now and for years to come.
Turning Enterprise AI into Measurable ROI
MIT reports that 95% of enterprise AI pilots fail. What sets the 5% apart? Join Bob Victor, SVP of Consumer Solutions at Comcast Business, Edmond Mackey, Chief Strategy Officer at Aptive, and Robin Gareiss, CEO of Metrigy Research, for a discussion on how to identify high-value opportunities, build compelling business cases, and deliver ROI from AI transformation initiatives.
AI Agents in Action: Lessons from the Front Lines
AI agents are delivering remarkable customer experiences at a fraction of the cost. But what does it take to deploy them successfully? Which use cases are proving most effective? And how do you manage a hybrid workforce of humans and AI? Get answers straight from the source in this panel featuring Kevin Dillman, Senior Director of Central Reservations at Xanterra Travel Collection and Colin Taylor, Senior Director of Shared Services at Propel Holdings.