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A Tale of CX and Bots Part III: Anticipating your customers' needs: How AI can help you optimize Customer Experience

NOVEMBER 06, 2019


We live in the experience economy. The importance of gaining a 360° view of the customer, of identifying each touchpoint, of guaranteeing a smooth and consistent omnichannel experience despite the multiplicity of channels available, is vital. How can customer experience benefit from applying machine learning and artificial intelligence to this economy?

We are joined by Luisella Giani, EMEA Industry Transformation Sr. Director at Oracle, to discuss:

  • The rise of micromoments: how AI can help you anticipate your customers’ needs and offer the right content at the right time
  • Hyperpersonalization and digital empathy 
  • Conversational agents and humans: an example of virtuous collaboration 
  • Beyond retail: machine learning /AI use cases for financial services, public sector, manufacturing, and other industries 
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