Dom Nicastro

Join CMSWire's Editor in Chief, Rich Hein as we kick off the DX Summit, "NextGen Customer Service Excellence," and hear from our keynote speaker, Camille Stewart, Global Head of Product Security Strategy at Google.

The pandemic drove more customers online than ever before. Even as the world opens up, this move from brick and mortar stores to increased online engagement means a shift in how companies think about and create customer engagement and personalized user experiences. Users expect more customization while simultaneously wanting to maintain their privacy. Security and tech leader, Camille Stewart, will discuss how to partner with security and product teams to balance curating a tailored customer experience with respecting privacy.

Join us as we close out day one of the Digital Experience Summit, "NextGen Customer Service Excellence."

What surprising and unexpected insights can consumer behavior research teach us about designing competitive Voice of the Customer solutions? In this presentation, Professor Markus Giesler will outline some of the latest social science insights into AI-driven experience design. 

Together, we will learn how to:

• Understand the cultural beliefs that shape our relationship with technology pays off. What are the key beliefs and how do they intersect to shape an AI experience?
• Identify the key tensions consumers experience when interacting with AI and some of the best strategies companies can use to address them.
• Design engaging, scalable VoC solutions that are truly greater than the sum of their individual technological, psychological, and cultural parts.

In human conversations, we learn by collecting and assessing information -- filtering out which data is most applicable to each interaction. With conversational AI, we’ve learned that technology is trained by the data added throughout the journey. In this panel, we’ll discuss how to provide your virtual assistant with information to help navigate across the human-machine divide.  

Topics may include: 

• Managing privacy concerns for sensitive customer data
• Deciphering the code: creating intuitive programming that adapts 
• Effectively training AI models

Join us as we close day two of the Digital Experience Summit, "NextGen Customer Service Excellence."

The experience humans have with artificial intelligence needs to be one we want to have! Conversational AI today has 3 main challenges: core AI, architecting human experiences and nuances of language. But despite these current limitations, we can take advantage of the potential of artificial intelligence and rethink what is possible. In this riveting talk, Dr. Radhika Dirks brings a fresh human perspective as she discusses the main challenges around humans vs. bots and how to design future conversational AIs. She ties together three unique perspectives to help us build impressive conversational bots: the human experience, linguistics, and as a grand finale-the perspective of the AI itself! 

Key Takeaways:

• Understanding the Future of Chatbots
• Unique perspectives on creating balanced Self Service and RPA with Human Touch
• Novel and practical design ideas for building unique, engaging and highly successful AI