- This event has passed.
Shifting the Customer Services Paradigm with AI
Shifting the Customer Services Paradigm with AI
Customer service is a requirement for any consumer-facing business. It has long been seen as a necessary expense to be minimized; the growth of low-cost, offshore call centers over the last few decades is evidence of this trend. However, this has often led to increased customer dissatisfaction. The challenges of customer service are numerous: automation vs. personalization, managing staff to fluctuating demands, and training and retaining employees are just a few. What if this expense could become an asset that reinforces your brand and builds loyalty, without negatively impacting the bottom line? How can this be done?
AI offers a solution: combining human expertise with artificial intelligence (AI) in customer service can create a powerful synergy that transforms frustrating experiences into positive interactions. But what are the risks and pitfalls? How can managers produce an ROI to justify technology investments? Join NYPAY and a panel of experts for a live event in Manhattan on December 10th for drinks, networking, an engaging panel discussion, and the chance to see technology in action.
Agenda
December 10th, 2024
5:30-6:00 pm
Drinks and networking
6:00-7:00 pm
Panel Discussion
7:00-7:30 Pm
Networking
7:30 pm
Event Ends
Speakers
Meet Our Speakers
Maria D'Albert
Further Advisory
Maria is a digital transformation leader and product innovator who creates strategies and products to reach new channels and markets. She is adept at driving new business models and growth, focused on user experiences and the smart use of data to achieve broader access and product penetration. Maria’s approach combines strategy and design-thinking to challenge assumptions, define critical requirements, and bring the best out of teams. She is successful at building trusted partnerships across corporate, startup, and global nonprofit environments.
Maria has a track record of delivering inception-to-scale innovation over 20+ years of experience with financial services, technology, and data-driven organizations such as American Express, MasterCard, SAP, PwC, The NPD Group (Circana), TravelClick and startups. She is a former VP of Information Products at MasterCard and Director of Digital Capabilities at American Express.
A dual US-Swiss citizen, Maria holds an MBA from NYU Stern School of Business and a B.A. in History & French from Vassar College.
Fabio Sattolo
Covisian
Fabio Sattolo earned his scientific high school diploma from Liceo A. Monti and Roncocas Valley Regional High School in New Jersey, USA, and graduated in Engineering from the Politecnico di Torino. With over 10 years of consulting experience in information systems across projects in various industrial sectors, he now serves as Chief People and Technology Officer at Covisian. Covisian is an international group with more than 27,000 employees, offering advanced customer management services and cutting-edge technologies; it operates in 46 locations across 8 countries, serving over 250 clients worldwide.
Marcia Tal
Tal Solutions
Marcia serves as the CEO and Founder of Tal Solutions®: Helping You Profit from Hidden Value in Your Data®, a certified Women’s Business Enterprise (WBE), working with global institutions to create profit growth opportunities through advanced segmentation, portfolio analysis, predictive algorithms, new product offerings, data and technology infrastructure, customer service and collections analytic capabilities, and financial forecasting.
Utilizing open source environments and building proprietary advanced analytic models, Marcia launched the PositivityTech® intelligent platform, The Science of Transforming Negatives into Positives®. With customer narrative data, AI, and human expertise, the platform identifies high-risk Interactions and predicts problematic conditions, enabling financial institutions to minimize their impact. PositivityTech® addresses key drivers of business risk, breaking down complaint language by parsing components in a scalable solution.
Grace Broadbent
EMARKETER
Grace Broadbent is a Senior Analyst on the payments team at EMARKETER. She researches trends in the financial services industry and writes content that provides actionable insights on payment innovations for an audience of top banks, payment networks, and fintechs.
Her expertise spans the consumer-facing payments space including credit and debit cards, checkout, mobile wallets, buy now pay later, cryptocurrency, AI, and open banking. She is a frequent media contributor and speaker at industry events including Finovate and AdWeek.
Prior to EMARKETER, Grace worked at competitive intelligence and research firm Delve in Washington, DC. She earned a bachelor’s degree from Furman University.
Join us Live in NYC!
Sponsors
