Two CX leaders. Two organisations. One uncomfortable truth: The pressure on customer experience has never been greater - and the old playbook isn't working.

Inside, NAB's Andrew Harrison and PassportCard's Matthew Murdoch share candid perspectives on AI, commercial value and the relationship shift redefining what great CX actually looks like.

Learn from NAB's Andrew Harrison on why most organisations are deploying AI the wrong way, the perennial existential crisis facing CX teams, and what it takes to bridge the gap between customer insight and commercial outcome.

Learn from PassportCard's Chief Customer Officer on the growth opportunity CX leaders keep overlooking, why the industry's AI conversation is more honest than it looks, and the one governance principle that changes everything.

Elevating Customer Trust & Loyalty: The Power of Personalisation & AI

It comes as no surprise that rapid advancements in technology and shifting customer behaviour have created an increasingly challenging environment for CX professionals. As we look ahead to the coming years, it is paramount to adapt and innovate experiences that resonate with today's demanding customers.

Hear from Robert Lopez, Alex Genov and Simon Kriss on:

• Personalisation at Scale: A glimpse into the future
• Looking Beyond the Numbers: Understanding your customers as humans
• The Future of Generative AI in CX: Navigating the hype and opportunity

Next Gen CX Conference

Date: May 7-8 2024

Location: Melbourne Convention & Exhibition Centre, Melbourne

Key topics & themes:

• Building Customer Trust: The Cornerstone of Lasting Customer Relationships
• Personalisation at Scale: The next step towards predictive journey mapping and hyper-relevant experiences
• Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks
• Beyond the Numbers: New Ways of Measuring the Value of CX Strategies
  

Welcome to the Advisory Board Interview Series!

In this video interview, Alex Genov is joined by Robert Lopez to discuss:

• CX's data-driven future
• The need for a strong, zero- and first-party data strategy
• Personalisation
• Emerging technologies that will help improve CX efficiency