What we're about

This is a group for anyone who is interested in staying up-to-date on the latest trends in customer understanding employing human-centricity using Artificial Intelligence technologies. The goal is for the customer-obsessed to come together and have fun at learning the cutting edge.

Upcoming events (1)

'Building an AI-enabled CX Strategy'

Online event

In this talk, our guest speaker, Brad Smith will discuss best practices around deploying customer-facing AI across the multiple touchpoints of the customer experience ecosystem. He will delve into the challenges of using multiple AI-enabled point solutions that may or may not be synced to deliver your company’s CX north star brand promises. This talk will draw upon the best practices enlisted in the CXPA white paper, ‘Artificial Intelligence (AI) - What every CX Pro should know’ which Brad co-authored.

Topics covered will include:
-The importance of designing positive branded memory impressions through each customer touchpoint
-Review of the AI-enabled interaction types across the “Market > Sell > Service” customer lifecycle
-Examples of multiple client branded north star examples that need to be used when designing, tuning, and calibrating your AI-enabled touchpoints
-Review of implementation considerations and known pitfalls
-Recommended best practices based on the CXPA white paper

About the guest speaker:

Brad has had the privilege of leading organizations in their customer centric transformation at Symantec, Yahoo! and Sage as their CCO/CMO. Across his 20+ years of leadership, Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups.

Currently, Brad is the President & Chairman of the Board for the Consortium for Service Innovation and through the work of the Consortium, has helped 100’s of customer service organizations innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized innovators.

Brad is also a Co-Founder and Tribal Elder of the TribeCX Ltd., an alumni member of the Forrester Chief Customer Executive Council, and the Chief Customer Officer (CCO) council and a current Board Member & recognized innovator of Customer Experience Professional Association (CXPA). He is also a Certified Customer Experience Professional (CCXP).
He is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for various online publications including for Forbes, New York Times, Fox Business and Entrepreneur. He is a frequent keynote speaker across the CX and Customer Service industries.

Brad is home based in Irvine, CA and is Founder/President of Vector Business Navigation, Inc. – a customer experience / customer success Transformation Consulting Provider servicing global customers since 2015.

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