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Customer Engagement and Generative AI – How to Create AI-powered Conversations That Delight Customers

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In this fireside chat, Gerry Brown, Chief Customer Rescue Officer of The Customer Lifeguard is joined by Hans van Dam, CEO of Conversation Design Institute talk about what it takes to create delightful conversational AI Assistants that talk with customers via chat and voice channels.

They will discuss which use cases can work best, what the team should look like, which skillset is required to create delightful experiences, and of course the pros and cons of large language models. At the end of this session, the audience will have a clear understanding of what their roadmap could look like and what they can implement the next day.

Hans van Dam

Hans van Dam

Conversational Design Institute CEO
Hans van Dam is the founder of Conversation Design Institute, the world's leading training and certification institute for people working in conversational AI. Hans has trained more than 5,000 professionals in conversational AI and works with Fortune 500 companies to make their AI Assistants more human-centric, effective, and inclusive. He also leads CDI Foundation, a non-profit that develops design standards and provides scholarships within the industry. Hans is a frequent guest lecturer at universities worldwide. He is currently based in Amsterdam, where he lives with his family.
Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

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