Taking place in the beautiful city of Zurich, guests enjoyed a fantastic evening at the historic 5-star Baur au Lac. A venue that has played host to the likes of the Empress Sissi, and many great divas of film history such as Audrey Hepburn. With its magnificent view of Lake Zurich and the Alps, it was true Swiss luxury.

AI will fundamentally change customer and employee experiences. Already today it challenges business practices we have taken for granted since each of us first stepped into a contact center.

In light of the enormous potential of AI, CX leaders everywhere are asked to plot the right strategy, to select the right platforms, and to focus on the right use cases – all while maximizing the business value of AI and minimizing the risk of applying it.

Given the enormous challenges and opportunities ahead, we’re gathering an exclusive group of CX leaders and experts to discuss some of the most fundamental questions related to the application of AI for better customer and employee experiences:

What is the business case for AI? What processes will AI influence and how? How will AI change agent count and required skills? What AI Ethics should we apply? What are implementation strategies for AI? What skills will you need to embrace AI?

This event was designed to help every participant in the development of their vision for AI and how to turn it into reality.

Key discussion points included –