Join us for breakfast and an engaging morning of presentations and networking with expert analysts from 451 Research. This event will provide exclusive insights into the current landscape of business investments around AI and the Customer Experience (CX), focusing on the critical question:Where are businesses really spending their money, and how is that shaping the future?

Agenda:

Today, 85% of businesses use some form of ML and AI, a significant increase from just one in five in 2022. CX use cases have rapidly evolved within the generative AI ecosystem, and over the next 12 months, customer experience is expected to surpass operational efficiency as the primary area where businesses see the greatest performance improvements from generative AI.

Throughout the morning presentations, Q&A session and networking opportunities, we’ll deep dive into the strategic investments businesses are making to harness the power of predictive and generative AI models. We’ll examine where the market is heading, spotlighting the industries that are not just exploring but actively investing in AI use cases to transform their customer experiences (CX).

We’ll explore what sets early adopters apart from those still on the path to AI maturity and what that tells us about where investments are likely to go over the next few years. Key topics will include the integration of AI with cloud infrastructures, the modern data architectures and governance practices needed to unify operational and behavioral data, as well as the implementation of process automation to drive enterprise-wide innovation.

Additionally, we’ll delve into the timeline for AI adoption—how long it takes businesses to see meaningful returns on their investments—and highlight specific use cases in customer service, marketing, and sales. The event will also address the pressing challenges of trust, data security, and execution that come with AI implementation.

This is an opportunity to gain valuable market data and insights that will help your organization make informed investment decisions and stay ahead in an evolving landscape. 451 Research analysts Sheryl Kingstone, Paige Bartley, Jim Curtis and Chris Marsh will be sharing their insights on the following areas:

• The impact of data maturity on the adoption of predictive and generative AI for Customer Experience.
• Understanding the broader technology landscape of Generative AI.
• The impact of AI’s response generation on trust and how it shapes user interactions.
• Assessing the risks of AI in customer interactions and how AI can be leveraged in other areas to enhance customer benefits.
• The interconnection between AI investments in Customer Experience and Employee Experience, and how AI is bridging these traditionally separate areas.