Tata Communications The Future of Customer Experience: AI-Driven, Personalisation, and Seamless

Location: The Skylark, New York

Customer expectations have never been higher. The demand real-time, hyper-personalized experiences across digital and physical channels. Failing to deliver value (which is unique to each person in each moment) can quickly turn a potential CV win into a negative experience for customers. 

How can enterprises deliver without increasing operational complexity? 

This discussion will explore how AI-powered personalization, predictive engagement, and automation are reshaping CX.

Tata Communications will share how CXaaS leverages AI and unified data to create seamless, proactive customer journeys that drive revenue, loyalty and efficiency.

The roundtable will focus around the following topics:

• What are the biggest challenges your organization faces in delivering a truly seamless, personalized customer experience across all touchpoints? Are these challenges more related to technology, data silos, or internal alignment between teams?
• What strategies have worked (or failed) when trying to scale personalization?
• With so many digital and physical touchpoints, how do you ensure consistency in brand messaging and CX across channels? How do you ensure consistency in brand messaging and CX across channels? How do you ensure customers don't receive conflicting or duplicate messages (for example, an email for a sale when they've just made a purchase)?
• Looking ahead, what do you see as the biggest CX technology investment priority in the next 12-24 months?