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Tuesday, October 23 • 2:40pm - 3:10pm
How Emerging Tech Can Drive World-Class Customer Experiences

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A truly differentiated customer experience should feel almost like magic, but behind the scenes of those magical moments is real blocking and tackling. Increasingly, the best players are using emerging technologies to support that delivery, whether through natural language processing in a call center, analytics to support extreme personalization, or automation of customer and employee tasks. Join McKinsey's Dan Stephens and Bob Lord, Chief Digital Officer at IBM, as they discuss the role that emerging technologies can play to enable differentiated, magical experiences.

avatar for Dan Stephens

Dan Stephens

Partner, McKinsey & Company
Daniel Stephens is a Partner in McKinsey's Washington, DC, office and co-leads the Firm's Financial Institutions Customer Experience practice globally. He focuses his client work on helping FIs to improve customer delivery through operational, design and technological levers. He holds... Read More →

avatar for Bob Lord

Bob Lord

Chief Digital Officer, IBM
Bob Lord is IBM's first Chief Digital Officer, where he is missioned with unleashing IBM to empower the world – giving business leaders, developers, startups and business partners an unparalleled experience with IBM’s products and services. Bob leads the company’s Digital Strategy... Read More →

Tuesday October 23, 2018 2:40pm - 3:10pm
Wavemakers at Lido Ballroom, Level 3