Thanks to Society for Information Management (SIM) - New Jersey Chapter for an energetic and informative March 2025 monthly meeting last week ??
AI Insights in Customer Experience
Gene (Gennadiy) Barskiy, MBA: Great to finally meet you in person!
Michael Szot: Great preview of our upcoming events. We truly appreciate your leadership!
As a technology leader with keen interest in customer feedback, I loved hearing different perspectives on AI insights in Customer Experience. Being on a live recording for The Bridgecast podcast was icing on the cake!
Kudos to Scott Kinka, Gary Sorrentino, Jim Marron and Yal?m Eristiren for an insightful panel discussion.
Scott Kinka: You have a natural stage presence! Thanks for taking our questions ahead of time, and making this an interactive session.
Here are my favorite takeaways.
1?? We kicked off the discussion by talking about the following CIO priorities:
- Augment the Business with Generative AI
- Right-size AI Governance
- Update Vendor Risk Assessments
- Exponentially Increase Innovation
- Exponentially Improve Customer Experience
2?? Jim Marron shared his perspectives from the Contact Center space, and talked about unifying everyone in AI, i.e. CIO, CX, Marketing, and Business, all need to come together as trusted partners.
3?? Yal?m Eristiren gave us a very cool historical timeline with explanations for AI, Conversational AI, Generative AI, and Agentic AI. He emphasized the need for automation and goal orientation.
On a related note, Keith Dempsey raised some interesting points on Agentic AI versus Predictive AI.
4?? Gary Sorrentino reminded us that AI is not a solution, it's a technology. IT must align with the business, and think of the end goal and ROI before using AI.
Gary suggested we ask this interesting question: "What do you NOT know?"
He encouraged us to stay curious, and keep learning until you know more.
5?? In recent times, businesses are more involved with technology, and they both face the same challenges. We talked about the idea of adding SMART goals.
6?? We ended with a "Tell Us a Story" session where the panelists shared their experience with AI and Customer Experience.
For the full episode, you can follow The Bridgecast podcasts.
Thanks to all attendees for their active participation. It was wonderful to see members from neighboring SIM chapters share their perspectives.
If you'd like to learn more about SIM and join us for future events, please reach out anytime.
Tagging other team members and folks from my table: Ramesh Sethi - Gene (Gennadiy) Barskiy, MBA - Haresh Keswani - Raj Chowdhari, CCSFP, CHQP - Rajeev Sachdeva - Pasquale Cirullo, PMP, ITIL - Mahesh Gopinathan
#AIInsights #CustomerExperience #Leadership #Networking #WeAreSim
