[Closing Keynote] Designing Better Markets for a Better World
Date & Time
Wednesday, May 18, 2022, 2:55 PM - 3:30 PM
Markus Giesler Dom Nicastro

Join us as we close out day one of the Digital Experience Summit, "NextGen Customer Service Excellence."

What surprising and unexpected insights can consumer behavior research teach us about designing competitive Voice of the Customer solutions? In this presentation, Professor Markus Giesler will outline some of the latest social science insights into AI-driven experience design. 

Together, we will learn how to:

  • Understand the cultural beliefs that shape our relationship with technology pays off. What are the key beliefs and how do they intersect to shape an AI experience?
  • Identify the key tensions consumers experience when interacting with AI and some of the best strategies companies can use to address them.
  • Design engaging, scalable VoC solutions that are truly greater than the sum of their individual technological, psychological, and cultural parts.
Session Type
Main Stage
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