Balancing AI & Automation with Company Culture: Inside the Inflection Point

How are automation and artificial intelligence (AI)—specifically generative AI—revolutionizing the workplace, customer experience (CX), and employee experience (EX) in real organizations today? We asked 3 industry experts this very question: Matthew Saxon, Zoom Chief People Officer; Casey Santos, CIO of Asurion; and Jason Averbook, Mercer Global Leader of Digital HR Strategy. From internal IT helpdesk support apps using NLP to self-service customer-facing chatbots and automated HR training creation, AI use cases are evolving by the day. In this session from the Work Transformation Summit, our 3 expert speakers convene to examine AI and automation best practices and use cases that will help your customer-facing teams thrive and improve EX. Tune in for our experts’ input on: • How AI will impact people’s roles within your organization • Phased approach to gen AI adoption that balances EX • How to tackle pre-conceived AI biases • And predictions on how gen AI will continue to transform how we work.