Tweet Jam: AI, Automation and Customer Data #DXChat


Artificial intelligence promises to help unearth insights in the mountains of customer data businesses collect as well as scale efforts at putting those insights to work. Yet while interest in and investments in artificial intelligence and automation are on the rise, many businesses have yet to put AI to work in their customer experience and digital marketing efforts. Why is this? And what needs to give so businesses can take advantage of the benefits thoughtfully laid out AI initiatives can offer? What success stories can CX professionals look to for lessons?

Join us on Sept. 25 as we discuss this and more during our #DXchat Tweet Jam. The broader CMSWire audience is invited to participate by joining in on Twitter using the #DXChat hashtag at 10am PT/1pm ET/1700 GMT. The questions that will guide the conversation will be posted below the day before the Tweet Jam.

The Question

These questions will guide the conversation, but there's no predicting what rabbit holes might open along the way.

  1. AI and automation are often used interchangeably. Let's start by distinguishing between the two and explaining the overlap.
  2. What areas of customer experience is AI currently having the biggest impact — beyond product recommendations? Where do you see as the next big area for AI to improve CX?
  3. Do most organizations have the amount and quality of data needed to deliver an accurate AI-driven product and if not, what are the risks (or benefits) of having the algorithm learn as it goes? 
  4. Delivering personalized experiences has been an aspiration for quite a few years now. In what ways can AI help here? Will this aspiration ever be a reality? 
  5. Businesses collect vast quantities of customer data, only to fail to take action on it at the right time. Can AI and/or automation change this equation and if so, how? 
  6. In 2011, Gartner predicted that by 2020 "customers will manage 85% of their relationship with an enterprise without interacting with a human." How does this prediction look from the vantage point of 2019?

Participation Guidelines

A few things to keep in mind:

  • Introduce yourself with your first #dxchat tweet. Include your name, job title and organization.
  • Answer question one with A1, question two with A2, etc. — and always include the #dxchat hashtag. For example, "@bigbird A3 Creating the algorithm is the easy part. Gathering the right data and the right amount of data can take years. #dxchat"
  • Please don't pitch products or services — stay knowledge focused.
  • Have fun!

If you're confused how to join a Tweet Jam, read this.

We look forward to seeing you there!

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