Embracing the Power of Cognitive and AI will Fuel Next Era of Customer Experience

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I have the privilege of speaking at this month’s 4th Annual Digital Customer Experience Strategies Summit on September 19, 2017 in downtown Chicago, put on by the good folks at Strategy Institute.

This marquee event is only a couple of weeks away (and registrations are still being accepted if your calendar can accommodate) and it promises to be a fantastic opportunity to engage in new thinking to help you tackle your biggest digital customer experience challenges.

This unique two-day conference brings together the latest trends of digital and customer experience into a singular summit and I’m looking forward to connecting with many of our IBM iX clients on site.

I thought I would preview a bit of my session (“Fueling the Next Era of CX Through AI”) here to whet your appetite.

The Cognitive Era has ushered in a new golden age of business, enabled by cognitive tools that are already allowing customer (and employee…and partner) experiences to be more human and more intuitive, more contextual and personalized, and even more emotionally relevant.

A recent Pegasystems survey revealed that only about one in three people (36%) are comfortable with businesses using artificial intelligence (or AI) to engage with them – even if this typically results in a better customer experience – yet 84% of those surveyed USE at least one AI-powered device (think Siri, Amazon Alexa, etc.). So it starts to make sense when you see that 72% of those surveyed say that they “understand” AI, but can’t really define it.

Mission #1 during my session will certainly be to help define artificial intelligence and cognitive computing in today’s business environment context…and more importantly, help explain why there is so much attention on all of this today AND why this must matter to you, to your audiences, and to your enterprise.

I’ll be sharing some helpful examples of real companies utilizing AI / cognitive solutions in very real ways and how those pursuits are driving significant outcomes. And I’ll go deep on case studies from a number of industries so that whether we are talking food or tires, taxes or cancer, the audience will walk away with practical examples and use cases.

One last point I’ll make is that cognitive is absolutely essential to delivering on the oft-cited promise of real time, personalized human experiences, and getting started can actually be easier and more economical than folks think.

I hope you’ll consider joining me in Chicago at the summit. If you can’t do so in person, follow the event on Twitter or follow me or my IBM iX colleagues.

I’ll provide another write-up after the event. In the meantime, if you want to connect with me via Twitter or LinkedIn, I look forward to doing so.

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