Mark Smith

VP of Digital Engagement Solutions

CSG

As Vice President of Digital Engagement at CSG, Mark Smith draws from more than 20 years of global experience helping businesses deliver better consumer engagement through solutions that unify the “logic” layer of today’s customer-facing technology. The founder of Quadstone and then Kitewheel, Smith is an industry pioneer regarding the analytics of customer behavior and orchestration of customer journeys.

MARK'S SESSIONS

Thursday, July 29

US/Eastern from 12 :15 PM to 12 :40 PM ( 25 mins )

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[Panel] What is the Role and Future of AI in CX Excellence?

How does AI best increase your relevance to your customer and advance an orchestrated journey? In this discussion, panelists will share where their organizations use AI most effectively, from virtual service agents to individualized content streams. They’ll discuss market trends most impacting their industries, their logic in tool selection - from automation to more sophisticated tools, and their thoughts on prioritizing AI in your CX initiatives when budgets are restricted. This discussion will include how their businesses measure AI performance and ROI, and where their organizations are heading with future AI utilization to support excellent, personalized customer experiences.

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Mark Smith

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