Generative AI: Use in Customer Relationship Management and Customer Experience

Are you interested to learn how Generative AI can create a tailored customer experience and generate more value for your customers?

Join us with guest speaker, David Goad, CTO and Head of Advisory for IBM Consulting ANZ., on how this pervasive technology is disrupting customer experience.

With the advent of Generative AI and the concept of the Foundation Model, the use of AI is only expected to increase. Customer Service and Customer Relationship Management (CRM) are two areas where AI and GenAI is expected to have broad adoption over the next 3 to 5 years, principally because of AI’s ability to provide a very tailored customer experience. Some of the GenAI use cases we will discuss include, Value Message Creation, Generative Marketing Content, Service Agent Assistants, Digital Pre-sales Assistants and Product Content Enrichment.

About the guest speaker:
David Goad has over 20 years of practical experience in information technology, business, and digital strategy. He has held senior leadership roles for some of the largest tech companies in the world, such as KPMG, Microsoft, IBM, and Hitachi. David founded and operated a tech start-up, eSavvy for 6 years, which won 12 national and international awards before it was sold.

Currently, as the CTO and Head of Advisory for IBM Consulting ANZ, David leads a team of senior architects and strategy consultants solving some of the most challenging business problems with innovative solutions based on the latest technologies from a variety of vendors.

David was recently identified as one of the Top 10 CTOs in APAC.
As a consultant, his client list has included Ausnet, Downer, Boral, Canon, Chevron Texaco, CSR, ASIC, DEEWR, FWO, ABC, APRA, AMP, Sony, Rexel, Garmin, Accor Hotels, Thales, NSW Health, NSW Transport and Treasury. In total, David has been involved in the delivery of over 500 technology projects and received more than 50 personal recommendations for his work.

Three years ago, David received the honor of being appointed as a Microsoft Regional Director (RD). A select group of 200 individuals globally, Microsoft RDs are picked based on their broad industry and technical expertise and thought leadership, to advise Microsoft on its product roadmap and strategy.

David holds a PhD in AI and Internet of Things (IoT), in addition to degrees in Engineering and Finance.