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06 November, 2019 | ()

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We live in the experience economy. The importance of gaining a 360° view of the customer, of identifying each touchpoint, of guaranteeing a smooth and consistent omnichannel experience despite the multiplicity of channels available, is vital. How can customer experience benefit from applying machine learning and artificial intelligence to this economy?

We are joined by Luisella Giani, EMEA Industry Transformation Sr. Director at Oracle, to discuss:

  • The rise of micromoments: how AI can help you anticipate your customers’ needs and offer the right content at the right time
  • Hyperpersonalization and digital empathy 
  • Conversational agents and humans: an example of virtuous collaboration 
  • Beyond retail: machine learning /AI use cases for financial services, public sector, manufacturing, and other industries 


Luisella Giani

Luisella Giani
EMEA Industry Transformation Sr. Director

Luisella Giani, EMEA Industry Transformation Director at Oracle, has over 15 years of international experience leading digital strategy, operations and product development. Following a degree in Artificial Intelligence, she started her career with iconic brands of the digital age, such as Skype, ...Full Bio

Demet Tunç

Demet Tunç (Moderator)
Council Director, Customer Experience Council
The Conference Board

Demet Tunç leads the Customer Experience Council at The Conference Board and consults for Eric Salmon & Partners to support the firm in leadership advisory, strategic consultancy, organizational design and executive search on a global level.

Starting out as a brand manager at C...Full Bio

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