ANA NYC Annual Conference #B2Bday | Goldilocks Experiences

The last best customer experience that anyone has anywhere becomes their minimum expectation for experiences everywhere. Automated personalization like contextually-relevant offers, frictionless self-service, and empathetic CRM interventions are table stakes — and generative AI promises to enhance a marketer’s capabilities even further. But at what cost? Join Billy Seabrook, Global Chief Design Officer at IBM ix, in a discussion about designing the right balance of human and technology-based interactions that are loved by customers and get the business outcomes just right.