ai in customer analytics

Industry analyst firm Gartner says, “By 2020, 85% of customer interactions will be managed without a human.” Delivering a cohesive customer experience (CX) across all enterprise touchpoints requires finding patterns across a myriad of data points. AI and machine learning present an opportunity to evolve many siloed, multi-channel organizations into proactive customer champions. An AI-enabled customer journey starts with developing the right processes and expertise for collecting data.

Wednesday, October 23

Waterfront 2 

7:30 am Registration Open

8:00 Continental Breakfast (Harborview Foyer)

9:00 – 12:00 pm AI World Executive Summit

12:00 Enjoy Lunch on Your Own

1:15 Opening Remarks: Analyzing the Customer Journey

Osterreicher_PawelPawel Osterreicher, Director of Strategy & Business Development,

1:20 How a Lot of Small Pieces of Data Arm You with a Big Picture of the Customer

Osterreicher_PawelPawel Osterreicher, Director of Strategy & Business Development,

Preparing simple segmentation within a client group or spotting best-performing products do not pose a huge challenge. But those are only the tip of the iceberg. The more sophisticated the insights we gain, the more complicated the task becomes. To stay ahead of the curve, you need to dig deeper and combine internal data with data from external sources and real-time data analytics. Join this session if you want to learn how to use data to create a complete customer profile. Attendees will learn:

  • Why internal data is only one of three ingredients you need for success
  • Why complexity is not a solution
  • How to let customers segment themselves

2:00 AI Techniques that Work in Customer Analytics

Tarasiewicz_PiotrPiotr Tarasiewicz, Data Scientist, 

This session presents a practical guide to what advanced analytics techniques can help you understand about your customers. Organizations are often either too afraid to start their big data/AI journey or think that applying the most advanced tongue-twisting fancy models is the way to go. Unsurprisingly, the truth is somewhere closer to the middle. We will explain how to find it. Attendees will learn:

  • Why and how correctly applied linear regression can outperform most advanced approaches when it comes to understanding your customer
  • Where to apply cutting edge ML and DL algorithms to get the most of their ‘magic’
  • Which tools and frameworks work best and which to avoid

2:35 Refreshment Break (Cityview Foyer & Harbor Level Atrium)

2:55 Demand Forecasting Powered by Machine Learning

Thurai_AndyAndy Thurai, Head of US Operations, 

Essential since the dawn of commerce and business, demand forecasting enters the era of big-data rocket fuel. Demand forecasting and sales forecasting is crucial to shaping a company’s logistics policy and preparing it for the immediate future. This session will cover everything you need to know about demand forecasting – from the purpose and techniques to the goals and pitfalls to avoid. Attendees will learn:

  • Demand forecasting techniques
  • How to choose the right demand forecasting method
  • How to start AI-enabled demand forecasting

3:35 PANEL: Data Flood – How Not to Drown and Use Data Efficiently

Over the past few years, a lot has been said about the futuristic, perfect world of e-commerce, where sellers know just what consumers need, and offer them a product or service at the right time. This naturally leads to higher conversion rates. How close are we to this world? What else do we need to achieve it? What will never happen in your opinion? Attendees will learn:

  • The challenges involved in collecting and storing data and how to avoid them
  • How to prioritize analytical projects in your company
  • How to get started with defining AI project requirements and objectives
  • How to extract values and eliminate complexities
  • What external sources are in your data pipeline?

Iwanowski_MichalModerator: Michal Iwanowski, VP of Engineering,

Wei_Yu-FengPanelists: Yu-Feng Wei, PhD, CEO, Vizuro LLC 

Bhutani_PrithviPrithvi Bhutani, Senior Product Manager, Adobe Analytics 

Thurai_AndyAndy Thurai, Head of US Operations, 

4:10 Session Break

4:20 Plenary Keynote Panel

5:00 Grand Opening Reception in the Expo (Commonwealth Hall)

6:30 Attendee Roundtable Discussion & Meetup Groups

7:30 Close of Day