On May 11, Joni Roylance, North Highland Global Lead for Customer Experience Enablement, and Brian Clements, Director of Technology for Sparks Grove, represented North Highland as keynote speakers at the Society of Consumer Affairs Professionals in Business (SOCAP) Chicago Chapter event: How Artificial Intelligence and Chatbots are Changing the Customer Experience. SOCAP represents a thriving global profession of best-in-class customer care experts across all industries. This event focused on how Artificial Intelligence (A.I.) and technologies, like chatbots, are changing the world of customer experience. Three companies presented at the all-day event – North Highland, ICMHub and Microsoft – each bringing a different perspective on the technical and business solutions that are emerging in the world of A.I.
Joni and Brian’s presentation, titled Human Experience (HX) and the Rise of Machines, focused on the evolution of experience and A.I., as well as the critical partnership between the two for brands to deliver the next era of (human) experience. Key takeaways for the audience included acknowledging the cultural and moral impact of A.I. on an organization, determining what parts of their organization could be automated, and reflecting on the type of experience each organization is aiming to provide and considering how automation can enhance that experience.
Beyond keynote speaking, Brian shared additional insights with the attendees by participating in the closing panel discussion. The panel addressed the increase in interest around A.I. and Chatbots, how businesses can get started, and the ROI of these emerging technologies.
To learn more about how A.I. is impacting today’s workforce, read North Highland’s white paper “Artificial Intelligence and the Revolution of Work.”