Customer Centricity World Series

Presented by

Navigating the ChatGPT Era

Practical Shifts in Customer Experience

In this session we will be looking at how AI is transforming the Customer Experience landscape with our partners Cognigy, who placed number 1 in this years Gartner Magic Quadrant for Conversational AI Platforms.

Evolution of Chatbots

From simple script-based bots to advanced, conversational AI Agents – see how AI has revolutionized customer interactions.

Emotion & AI

From simple script-based bots to advanced, conversational AI Agents – see how AI has revolutionized customer interactions.

The Balance of Human & AI

Strategies to seamlessly integrate Generative AI into your customer service operations, empowering human agents and creating self service experiences, without losing the personal touch.

Looking Ahead

Predictions and forward-thinking strategies for businesses to stay ahead in an ever-evolving customer experience landscape dominated by advanced AI models.

Navigating the ChatGPT Era
09:00 - 10:00 CT

The Speakers

Marlan Hardie

Emcee, Customer Centricity World Series
Marlan operates as the Chief Digital Officer for global service providers at World Wide Technology. With 20 years in the customer care industry and a consulting background, Marlan has worked with many of the largest call centers in the telecom, cable, financial services, media and entertainment organizations. He evangelizes that “the brands that deliver the best customer experience have already provide the best employee experience.

Alan Ranger

VP Marketing, Cognigy
With a career spanning 30 years, Alan has held a variety of sales, marketing and leadership roles, both in start-up and large enterprise software companies. Before joining Cognigy, he led global market development at LivePerson where, during his six-year tenure, revenues doubled from $223m to $470m. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his high-performance global team to deliver programmes across branding, product marketing, demand generation, events and social media. Alan is also responsible for leading market expansion in high growth regions such as the USA and the UK, and building a global community of Cognigy advocates, including customers, industry experts, partners and prospects.

Mark Hamill

Mark is the CEO of ARCET Global. A Leader in creating engaging content led events and Building CX Communities across the Middle East, Europe and the Americas. His entire career has been centred on Customer Experience from being product manager of the TICSI standard to becoming a successful serial entrepreneur.