CMSWire Tweet Jam: AI and the Digital Experience #DXChat

CMSWire Tweet Jam: AI and the Digital Experience #DXChat


Artificial intelligence promises to improve areas of the digital customer experience such as personalization, customer service, product recommendations, digital ad delivery and more, but the operative word is "promises."

We're still in the early days of artificial intelligence. And while the introduction of AI has resulted in some clear improvements on both the operational and executional side, most businesses haven't gotten far with their efforts. What's holding them back? Where are they succeeding? And where will the next five years take us?

Join us on April 25 at 10 am PT / 1pm ET / 1700 GMT for an hour-long discussion of these points and more using the #DXChat hashtag.

The Questions

The following questions will guide the conversation:

  1. What low hanging fruit offer a nice entry to introduce artificial intelligence related capabilities into digital customer experiences?  
  2. Are there any areas of the customer experience where AI does not belong? Where and why not? 
  3. If an organization is still struggling with other aspects of customer experience, where should AI fall in their priorities? 
  4. What sort of skills do businesses need to hire or train for to take full advantage of AI capabilities? 
  5. At times it feels as if every product claims AI powers. How can a business shopping for a solution separate the claim from the reality?
  6. One of the selling points of AI-based technology is the cost savings it can introduce. How can businesses balance the desire to save money with the need to keep customers happy?
  7. BONUS: Businesses exploring AI capabilities often use it to automate or enhance existing processes using machine learning. Does the industry suffer from a lack of imagination?

The Participants

Everyone is welcome to join in, but we always make sure to have a few practitioners on hand to keep the conversation flowing.

  • Andrew Neff, Senior Product Marketing Manager at [24] — @AndrewinContact
  • David Coleman, Founder and Managing Director at Collaboration Strategies — @dcoleman100
  • John Zimmerer, Senior Director of Marketing at Topdown — @johnzimmerer
  • Lisa Loftis, Principal Management Consultant at SASBestPractices — @lisamloftis
  • Mitch Lieberman, Analyst, Program Director, Conversational Intelligence at Opus Research — @mjayliebs
  • Tom Petrocelli, Contributing Analyst at Amalgam Insights — @tompetrocelli
  • Tony White, Founder and CEO at Ars Logica — @arslogica

Participation Guidelines

A few things to keep in mind:

  • Introduce yourself with your first #dxchat tweet. Include your name, job title and organization you work for.
  • Answer question one with A1, question two with A2, etc. — and always include the #dxchat hashtag. For example, "@bigbird A2 Chatbots can help in customer service, but there should be a clear time when it hands off to a human #dxchat"
  • Please don't pitch products or services — stay knowledge focused.
  • Keep the discussion professional, but informal.
  • Remember this is a public chat — be thoughtful.

Confused how to join in? Read this.

We hope to see you there!

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