The CX Leaders Council is an annual, invitation-only gathering of leading customer experience executives from around the world.
Hosted by Genesys in association with MIT Technology Review Insights, this year’s event builds on the 2017 research into becoming an iconic brand. The study found a correlation between organizations’ early and committed investment in AI in their CX infrastructure, and their ability to enhance and sustain industry-leading levels of brand awareness and loyalty.
Dr. Loredana Padurean, the Associate Dean at the Asia School of Business (MIT Sloan’s Asia outpost), is the keynote speaker unveiling this year’s research. Titled “Humans + bots: Tension and opportunity”, the new study looks at how global firms leverage AI across the customer journey to build emotional engagement and brand attachment.