Leaders with Northwestern Mutual, Comcast,
PBS, Mastercard, LinkedIn, SoulCycle, Molson-Coors, Activision
Blizzard, Carnival and Montefiore will join the ISG Xperience
Summit
Two-thirds of organizations will begin to streamline analytics,
performance and customer data integration efforts by 2027 for
better visibility into customer experience and to boost customer
loyalty and value, says an expert with leading global technology
research and advisory firm Information Services Group (ISG)
(Nasdaq: III) and chair of an upcoming ISG event.
“Customer engagement has often been viewed as a costly necessity
that needs to be contained, when, in reality, customer experiences
have a direct impact on revenue,” said Keith Dawson, ISG research
director and chair of the upcoming ISG Xperience Summit. “By 2027,
two-thirds of organizations will conclude they lack visibility into
customer experiences and will focus on the advanced analytics
systems needed to deliver seamless omnichannel experiences and
create a comprehensive, 360-degree view of the customer.”
ISG advisors and analysts will be joined by executives from
leading global businesses at the ISG Xperience Summit, March 18–19,
at Convene, 360 Madison Ave., in New York City, to explore the
technologies and tools that are transforming customer convenience
and engagement and helping businesses scale operations to deliver
secure, intelligent and connected customer experiences.
Nora Osman, associate vice president of IT Service Management
for Montefiore Medical Center in New York, will deliver a featured
presentation, “Leveraging GenAI and Automation for Enhanced VoC,”
to examine the three pillars of a successful voice-of-the-customer
strategy.
A panel discussion, ”Tech-Fueled Future: Ensuring Customer
Convenience and Engagement,” with Drew Lesicko, SoulCycle vice
president of Product and Technology; A’Keela Johnson, director of
Procurement - G&A/IT for Molson-Coors Beverage Company, and
Curt Persaud, senior director of IT Guest Technology for Carnival
Cruise Line, will explore how companies are harnessing SaaS, AI and
other technologies to usher in a new era of customer
experience.
Another panel discussion, “How Human Can AI Really Make our
Digital Experiences?,” will feature Leonard Green, vice president,
Customer Success, Northwestern Mutual; Mohit Bhat, vice president,
Customer Solutions & Innovation, CN; Shri Nandan, vice
president, AI Experiences, Comcast, and Sam Stern, senior manager,
CX for LinkedIn, discussing how to create more empathetic and
impactful customer interactions with responsible, human-driven
AI.
“AI is not a technology layer to add on top of existing
processes and tools – it is a fundamental ingredient in the tech
stack. Enterprises can maximize AI’s value by focusing on how it
can drive productivity and efficiency,” Dawson said. “AI has
already established itself as a powerful presence in the customer
experience. By 2025, our research finds seven in 10 customer
service interactions will be some combination of automated
conversational self-service and live agents. This will reduce costs
and time and will enable agents to move away from reactive, triage
interactions to high-value interactions.”
Jerilyn Teo, head of L&D, Talent & Organizational
Development, Activision Blizzard; Anshul Sheopuri, senior vice
president, People Operations and Insights, Mastercard, and Amy
Wigler, vice president, Marketing, PBS, will join a panel
discussion, “Building a CX-Centric Culture,” to examine enterprise
cultures that emphasize employee well-being and development and
result in heightened customer satisfaction, loyalty and exceptional
experience.
Also on the agenda, a discussion with Alex Misiaszek, senior
vice president and director of NLU & Emerging Experiences for
Truist, and Nipun Joshi, senior director, Product Management,
Digital and Loyalty at Fareportal, will explore the role of hyper
personalization in seamless customer experiences.
The ISG Startup Challenge will feature Kausar Mukadam, senior
engineer at AI employee provider Ema; Protik Mukhopadhyay, chief
operating officer of Protecto.ai, which promotes the responsible
use of GenAI for enterprises, and Robert Bradshaw, president of CX
business intelligence provider WiserOwl, LLC, pitching their
innovative solutions for an audience vote on which technology they
would implement in their own organizations.
Stacy Sherman, founder of Doing CX Right and Dennis Wakabayashi,
content creator at The Global Voice of CX, are Influencer Partners
of the ISG Xperience Summit. Capgemini and Rightpoint, a Genpact
Company, are sponsors. CIOInsights, CIOReview, CIO TechWorld,
CrmXchange, Hifo.co, HRM Outlook, ICON Outlook, Procurement League,
the Technology Business Management Council and Telecom Reseller are
media partners.
Additional information and registration are available on the
event website.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240220612277/en/
Press:
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978 518 4520
isg@matternow.com
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