AI-Powered CX: Winning Customer Loyalty
View From the C-Suite: Women Leaders in Conversation
Summary
From personalized interactions to smoother processes and higher customer satisfaction, Artificial Intelligence is unlocking new opportunities for companies to better understand their audience and provide them with engaging customer experiences. Join our host Skyler Mattson, President of WongDoody, and her guests Fiona Tan, Chief Technology Officer, Wayfair, and Lisa Lou, VP, IT and Strategy, ADT, as they delve into the latest AI-powered technologies and showcase how their companies are using AI solutions to transform their CX strategies.
Highlights
- How companies are using AI to understand, shape, customize, and optimize the customer journey
- The risks associated with AI in CX strategies and how companies can safeguard themselves with AI best practices
- What the future of AI holds and how it will continue to shape customer experience
About
From personalized interactions to smoother processes and higher customer satisfaction, Artificial Intelligence is unlocking new opportunities for companies to better understand their audience and provide them with engaging customer experiences. Join our host Skyler Mattson, President of WongDoody, and her guests Fiona Tan, Chief Technology Officer, Wayfair, and Lisa Lou, VP, IT and Strategy, ADT, as they delve into the latest AI-powered technologies and showcase how their companies are using AI solutions to transform their CX strategies.
Panelists
Skyler Mattson
(She/Her)
Over the past 20 years, Skyler has overseen the growth of WongDoody while leading award-winning work, including several female empowerment initiatives. As president, Skyler has been an integral part of transforming WongDoody from a North American ad agency to the global experience and design agency for Infosys, with studios around the globe. She has been a delegate to the World Economic Forum and proudly serves as a board member for the Infosys Foundation.
Fiona Tan
Fiona Tan is Wayfair’s Chief Technology Officer, and oversees a global innovation team responsible for creating market-leading experiences through its world-class e-commerce platform. Prior to Wayfair, Fiona served as senior vice president of U.S. Technology at Walmart where she was responsible for innovation and engineering execution spanning its site, mobile app and all associate and merchant-facing technology across its e-commerce and stores business in the U.S. Her prior roles at Walmart include senior vice president of Customer Technology and vice president of Engineering. Prior to Walmart, Fiona served in a number of leadership roles at Ariba, where she led a global engineering organization responsible for the strategy, lifecycle, and delivery of the Ariba Commerce Network, as well as TIBCO Software. Fiona has a master’s degree in Computer Science from Stanford and a bachelor’s degree in Computer Science and Engineering from MIT.
Lisa Lou
Lisa Lou is the Vice President of IT Strategy and Data for ADT. Her team is focused on executing IT’s business-led, customer-obsessed, strategy and vision for ADT’s digital transformation. Lisa has more than fourteen years of experience developing and leading robust transformations and operations in diverse and rapidly evolving environments. Prior to her role at ADT, Lisa worked at Ernst & Young and KPMG, serving Fortune 500 clients with their transformation. Lisa has demonstrated a record of success driving change, fostering key stakeholder relationships, and propelling explosive growth. She has focused her career in helping companies realize key business goals & objectives, providing strategic solutions to solve complex problems, leveraging data and analytics to drive tangible outcomes, and executing technology roadmaps to capitalize on market expansion momentum.
