A 2024 report by Hiver found that 60% of organizations are benefiting from using AI.
But how exactly can AI impact customer experience?
CXPA - the world’s leading community for CX professionals - and Hiver are coming together to discuss how AI can help create stronger customer relationships and even drive revenue.
We surveyed over 500 customer service experts to understand how
AI will impact customer experience. Here’s what we found
organizations are adopting AI to improve customer service
support professionals believe AI and humans will work together
support professionals use AI to automate repetitive tasks
organizations have seen the benefits of AI in customer support
Understanding the role of AI in customer experience (CX) has never been
more important. In this discussion, you’ll learn:
Why you should think about implementing AI in CX
How AI adoption in CX impacts market positioning
Vital metrics to measure the success of AI in CX
How does AI integration impact the ROI of business
Co-founder and CEO, Hiver
Niraj is the founder and CEO of Hiver. Niraj leads the company's product vision, and really enjoys working with Hiver's customers to ensure Hiver continues to address the growing needs of its fast expanding customer base. Niraj's work also spans branding, marketing and sales, where he works with the outstanding team at Hiver to continue to build a healthy, sustainable company.
Associate Director & Content Manager, CXPA
Gabe Smith, CCXP, is CXPA's Content Manager & Associate Director. Before joining the association, Gabe was a CX practitioner at the American Cancer Society. During his tenure, he spearheaded initiatives aimed at enhancing CX for ACS's flagship fundraising events and nationwide patient service programs.
Founder & President, Vector Business Navigation
Brad has led customer-centric transformations at Symantec, Yahoo!, and Sage as their CCO/CMO, with over 25 years of leadership experience. He has also managed global support and service functions for Oracle, Openwave, and Verisign, as well as small start-ups.
Currently, Brad serves as President & Chairman of the Board at the Consortium for Service Innovation, aiding hundreds of customer service organizations in innovating better business models for deeper customer value and employee engagement. He's a Co-Founder and Tribal Advisor at TribeCX Ltd, and an active member of Forrester Chief Customer Executive Council and the Chief Customer Officer (CCO) council. Recognized as a thought leader, Brad has published numerous articles for publications like Forbes and is a frequent keynote speaker across the CX and Customer Service industries. Based in Irvine, CA, he's the Founder/President of Vector Business Navigation, Inc., a consulting firm specializing in CX and customer success transformations since 2015.
Customer Experience Consultant, Delta Swan
Michelle Spaul is a solo consultant with experience of working with customers in FMCG, automotive, aerospace and consulting. She believes all businesses deserve the competitive advantages enjoyed by big companies and understands the time and cost constraints that get in the way. With a long history of helping businesses, teams and individuals working more closely, more beneficially with clients and customers, she knows what is necessary and how to deliver business results. As a small business owner, Michelle has applied her communication and collaboration skills to every aspect of Delta Swan and to helping clients who have grown to know, like and trust her sometimes even straying from Customer Experience. Clients range from women entrepreneurs to FTSE 100 companies in industries from property development to tutoring. Away from work, Michelle, who has lived in three corners of England, enjoys variety and can be found cooking, reading, walking or fixing things around the house.
