What's Next in Extraordinary Customer Experiences

In our inaugural 2022 hybrid seminar, our presenters discuss essential trends, goals and considerations for these experiences, and what this new frontier in end-user support means for businesses.

In the post-pandemic world, businesses win, lose or face irrelevancy based on their ability to create extraordinary customer experiences through digital channels.

What characterizes such experiences is clearly influenced and defined by an individual customer's subjective wants and needs. However, extraordinary, digitally-enabled experiences do share some critical traits, regardless of the circumstances. They are undoubtedly memorable; are recorded and resolved with urgency; always exceed expectations; are delivered with human-like levels of care and concern; and engender feelings of satisfaction, trust and loyalty toward the businesses that provide such experiences.

Creating those end-user experiences (either for external customer support or internal employee services) requires companies to look at technologies that possess human-equivalent conversation skills, superhuman speed, repeatable scale, and an ability to quickly learn and improve over time to accommodate change. To that end, organizations need to plan and invest in platforms that utilize advanced Conversational AI, no-code Intelligent Design and innovative Inductive Learning for the rapid self-creation of digital virtual agents — essentially "AI building AI," with almost no human involvement. Once deployed, these user-facing agents will form the bedrock upon which extraordinary experiences can be built, regardless of industry.

In our inaugural 2022 hybrid seminar, What's Next in Extraordinary Customer Experiences, Accenture Senior Managing Director John Bolze, Everest Group Founder and CEO Peter Bendor-Samuel, and Amelia Founder and CEO Chetan Dube discuss:

  • The essential goals and considerations for creating extraordinary customer experiences.
  • What this new frontier in end-user support means for business.
  • Some of the new technologies making these experiences possible.

Presenters

John Bolze

John leads Accenture's Global AI Solutions business, working with partners and clients to disrupt their industries by rapidly employing all elements of digital and today, the ever advancing scaled usage of Data and AI. He works with our clients to transform and grow the current business while developing new business models to achieve new growth.

Peter Bendor-Samuel

Peter Bendor-Samuel founded Everest Group in 1991 with the vision to assist the then nascent outsourcing and global services industry to evolve more powerful and effective mechanisms to create and capture value. Over the past 25-plus years, he has led Everest Group to be on the frontier of the global services industry, ensuring that the firm is constantly at the intersection of how leading firms take advantage of disruptive technologies, innovative service vehicles, and game-changing talent models. In recent years, this has included helping enterprises and service providers to effectively leverage next generation IT solutions, strategically transforming their business services, and helping them understand how best to evolve their services to meet changing internal and external customer needs.

Chetan Dube

Chetan Dube has served as the President and CEO of Amelia since its inception in 1998. During his tenure, he has led the company to create a radical shift in the way IT is managed. Chetan is a mathematician and prior to joining Amelia, he served as an Assistant Professor at New York University. Chetan is a widely recognized speaker on autonomics, cognitive computing and the future impact of a digital workforce. He serves on the board of numerous IT-related institutions. In 2017, he was listed as one of the Nine Greatest AI minds in the world to keep an eye on by Forbes. He is also a distinguished member of the Forbes Technology Council.