Changing the Game: Strategy, Innovation, & AI with Walgreens, UBS, and Volvo | Experience '24

With everything in CX changing so rapidly, how do enterprises keep up? In this mainstage panel at Experience ‘24, Bill Staikos discusses this rapid pace and its challenges with leaders from Walgreens, UBS, and Volvo.

Panel members include:
Bill Staikos, SVP, Executive Advisor, Medallia
Tracey Brown, EVP and President of Walgreens Retail and Chief Customer Officer, Walgreens
Ginny Couvillon, Managing Director, Head of GWM Americas Client Services, UBS
Astrid Kowalczyk, Global Head of CX Insights and Analytics, Volvo

Watch more: https://exp-now.medallia.com/video/ex...

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Chapters:
00:00 Opening Remarks and Reflections on Experience
01:36 Introducing the Panel: Leaders in Customer Experience
02:32 Personal Journeys: The 'Why' Behind Their Roles
10:47 Balancing Innovation and Operational Efficiency
18:28 Exploring the Impact of Generative AI on Customer Experience
22:23 Exploring Generative AI in Customer Experience at Volvo
22:46 The Impact and Challenges of Generative AI in Organizations
23:47 Reconnecting with Customers Beyond AI at Volvo
24:16 AI Comedy and Ethical Principles in AI at Volvo
25:16 Walgreens' Approach to Generative AI in Retail
28:56 The Importance of Data Readiness and Organizational Structure in AI Integration
40:24 Future Roadmap for AI in Customer and Employee Experience

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