In CX there is no shortage of hype-worthy technology. However, with pressure growing to deliver CX projects on time and under budget, there is a growing urgency for practitioners to cut through this hype – particularly when it comes to generative AI.

Since entering the mainstream, generative AI has created just as many CX horror stories as it has success stories, but it’s still tipped to change everything we know about CX and service with five years.

Watch this on-demand session to hear James and Sanchita delve into the realm of generative AI for CX in 2024, covering topics such as:

  • The immediate and long-term effects of generative AI on CX
  • Insights from experts on CX technologies
  • Strategies for successfully implementing generative AI use cases while avoiding common challenges.


Speakers:

James Calder

Director of AI, Analytics, and Digital - APJ and ME

NICE


Sanchita Ray

SVP, Head of User & UX Research

Lazada - Alibaba Group


Dr M Maruf Hossain PhD

Vice President of Data Science Intelligent Automation

ANZ

Dr M Maruf Hossain currently holds the position of Vice President of Data Science at ANZ Bank, where he leads a team comprising different data professionals. In the past, Dr Maruf served as the Head of Data Science at Credit Clear and as the Chief Data Scientist at Telstra Global (via Infosys Consulting). Additionally, he assumed the role of Technical Lead for multiple data science projects for the Australian Government and played a pivotal role in establishing the data science practice at IBM Australia, involving developing and delivering training and mentoring programs.

Dr Maruf's contributions extend beyond industry positions, as evidenced by his co-authorship of numerous research papers on machine learning. Particularly noteworthy are his algorithms' impact on critical national projects, such as Taskforce Eligo, which seized over $580 million in cash, drugs, and assets in 2013. Furthermore, Dr Maruf's analytical report during the multi-agency National Security Operations pilot phase paved the way for its implementation under the Prime Minister and Cabinet.


Pradeep Menon

CTO | Data and Generative AI Lead, Digital Natives, ASEAN

Microsoft

Pradeep is a seasoned technology professional with more than 20 years of experience in technology with an emphasis on Data, AI, and Cloud Computing. He has worked with customers across Asia in their digital transformation journeys focusing on the intersection of data, technology, and strategy.


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