Raising the bar on AI in customer experience

Discover how organizations are making progress with AI-powered customer experience

Hear perspectives from our esteemed panelists:

  • Alka Roy, Founder of The Responsible Innovation Project and guest lecturer on Responsible Innovation & AI at UC Berkeley
  • Eric Chaniot, Chief Digital Officer, Michelin
  • Ron Tolido, Chief Technology & Innovation Officer for Insights & Data and AI Futures at Capgemini
  • Sebastian Fuenzalida, Head of Artificial Intelligence, Falabella Retail
  • Wouter Van Geluwe, Technical Evangelist at Adobe
  • and host, Andreas Sjostrom, VP and Director of San Francisco Applied Innovation Exchange at Capgemini.

From robots delivering our groceries to the ability to take a car for a virtual test drive, AI offers seemingly countless, innovative ways to meet growing desire to avoid human or touchscreen contact in the wake of the COVID-19 pandemic. It’s no wonder then that over three-quarters of customers expect to increase the use of touchless interfaces – such as voice assistants and facial recognition and 62% will continue to do so post-COVID. But are organizations doing enough to keep these customers happy?

Event takeaways:

  • The latest research findings from our Research Institute’s survey of over 5,000 customers across twelve countries and more than 1,000 industry executives across eight major industries
  • Recommendations for customer-centric artificial intelligence from our research contributors and panel of experts, including those that have implemented and are seeing returns on their AI-powered solutions.
  • Considerations for those designing a transformative impact on customer engagement, loyalty, and long-term value.

Watch the replay:

Alka Roy, Founder of The Responsible Innovation Project

Alka Roy is the founder of The Responsible Innovation Project working on building delight, trust and inclusion into technology and AI and a guest lecturer on Responsible Innovation & AI at UC Berkeley. She speaks, writes, mentors and hosts multidisciplinary and deep tech sessions on innovating with values and serves on several open source and industry ML/AI, Data Science and Trusted AI committees. She is preoccupied with the questions: How are we designing our future? And how will that design, design us?

Eric Chaniot, Chief Digital Officer, Michelin

Eric Chaniot is a dynamic and seasoned innovator, who has been in the technology business for over 20 years.

He began his career at Apple Inc. in the mid 90’s, and was responsible for the first wireless notebook. He then left to build on his expertise at another technology power player, Hewlett-Packard Company, where he created many products and product lines and ran businesses in networking, personal computing, software and printing. With many successful product lines, he helped generate hundreds of millions of dollars for the company. After Eric left HP, he created an Internet start-up in Europe called Internet Word of Mouth, iWoM. The premise of this start-up was to make Internet ratings and reviews more reliable, by using proprietary technology. After growing his entrepreneurial expertise and learning how to develop and run a start-up company, he moved to the United States and created Tire Intelligence, a data and software start-up. This company enabled tire manufacturers, tire distributors and tire dealers to manage their businesses more efficiently and to drastically improve their presence on the Internet.

In June 2015, Eric sold Tire Intelligence and became the Chief Digital Officer of Michelin. At Michelin, Eric is responsible for accelerating the worldwide Michelin Digital Transformation.

Ron Tolido, Chief Technology & Innovation Officer for Insights & Data and AI Futures at Capgemini

Expert in Artificial Intelligence, Insights and Data, and IT Strategy Transformation. Certified master architect, IT strategist, publicist, speaker and executive lecturer at several universities. Lead author of Capgemini’s yearly TechnoVision trend series.

Sebastian Fuenzalida, Head of Artificial Intelligence, Falabella Retail

Sebastian is Head of Artificial Intelligence at Falabella, one of the biggest retail companies in Latin America, leading multiple agile teams in developing software using technologies such as Chatbots, RPA, Machine Learning. Before Falabella, he had experience in the Telecommunications and Financial industries, being part of Innovation, Product Development and Customer Intelligence teams.

Wouter Van Geluwe, Technical Evangelist at Adobe

Wouter lives on the boundary between Business and IT and loves talking about business value and use-cases, to then go deep with a more technical audience on how to best implement these ideas in a complex ecosystem, and also, report on the value of the combined Business, IT, architecture approach to Senior Management and the CxO Boardroom.

Hosted and moderated by

Andreas Sjostrom, AIE Director Capgemini

Andreas leads the Capgemini Applied Innovation Exchange in San Francisco, Capgemini’s flagship innovation space. Experienced digital transformation advisor and author of numerous innovation papers and books.

Event details

November 10, 2020
Virtual event- Time zone PST