Strategic utilisation of Artificial Intelligence (AI) can help brands to elevate customer journeys, cultivate loyalty, and ultimately transform satisfied customers into enthusiastic brand advocates. By pinpointing key junctures in customer journeys where AI can exert the greatest influence, we'll delve into how this translates into enhanced Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics.

Watch this on-demand to hear from James and Roman discussing how to leverage AI to turn loyal customers into brand advocates, including:

  • The influence of AI-driven improvements on customer journeys and key metrics.
  • Case studies and real-world examples showcasing enhancements in NPS and CSAT scores. 
  • The strong connection between enhanced customer experiences and increased brand advocacy.


Speakers:

James Calder

Director of AI, Analytics, and Digital - APJ and ME

NICE


Roman Rafiq

Sr. Vice President & CIO

IGT Solutions


Dr M Maruf Hossain PhD

Vice President of Data Science Intelligent Automation

ANZ

Dr M Maruf Hossain currently holds the position of Vice President of Data Science at ANZ Bank, where he leads a team comprising different data professionals. In the past, Dr Maruf served as the Head of Data Science at Credit Clear and as the Chief Data Scientist at Telstra Global (via Infosys Consulting). Additionally, he assumed the role of Technical Lead for multiple data science projects for the Australian Government and played a pivotal role in establishing the data science practice at IBM Australia, involving developing and delivering training and mentoring programs.

Dr Maruf's contributions extend beyond industry positions, as evidenced by his co-authorship of numerous research papers on machine learning. Particularly noteworthy are his algorithms' impact on critical national projects, such as Taskforce Eligo, which seized over $580 million in cash, drugs, and assets in 2013. Furthermore, Dr Maruf's analytical report during the multi-agency National Security Operations pilot phase paved the way for its implementation under the Prime Minister and Cabinet.


Pradeep Menon

CTO | Data and Generative AI Lead, Digital Natives, ASEAN

Microsoft

Pradeep is a seasoned technology professional with more than 20 years of experience in technology with an emphasis on Data, AI, and Cloud Computing. He has worked with customers across Asia in their digital transformation journeys focusing on the intersection of data, technology, and strategy.


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