Mark Southern

Commercial Director
WPA Group


9:30 AM ARTIFICIAL INTELLIGENCE: FOR THE GOOD OF THE CUSTOMER?

  • How to decide it’s the time to implement AI whilst considering sensitive data; cyber threats and legacy systems
  • Delivering a personalised service to inspire customer loyalty and grow revenue streams
  • AI in a corporate space: What is the appropriate use of robotics, what’s working and what’s not
  • ROI expectations of Artificial Intelligence
  • What has the impact of AI been on; employees, customers, processes?

10:00 AM DEBATE: IS THERE A PLACE FOR ARTIFICIAL INTELLIGENCE IN FS?

  • Are we running before we can walk? Is it the next step or are we getting ahead of ourselves with the pressure to innovate?
  • Is it good enough? Fast enough? Personal enough?
  • Does AI provide the key to a consistent customer experience?
  • How will AI create a positive CX: In our goal to achieve efficiency and consistency are we losing sight of what is needed for a positive customer experience?
  • Do virtual employees have the same risk as human employees?