Queen Charlotte

Day 2

Wednesday June 21, 2017
14:30 – 17:00

Impact of AI on The Customer Experience

Industry Challenge

In the US alone, businesses lose an estimated $1.6 trillion annually due to poor customer service. Could AI improve customer experiences? Some certainly think so,

“AI is the new UI” wrote Accenture in their Tech Vision 2017 report. It’s clear that AI is making every interface both simple and smart – and setting a high bar for how future experiences will work.

AI is poised to act as the face of a company’s digital brand and a key differentiator for all companies.

Discussion Points

We discuss the following with experts changing the interface face of the future:

  • AI as a Curator, suggesting relevant options based on previous user behavior.
  • AI as an Advisor, learning from but also taking action or guiding the user toward an optimal outcome.
  • AI as an Orchestrator, learning from past action and collaborating tasks across multiple channels to achieve desired outcomes.
  • The future of voice activated interfaces considering a 94.1% improved accuracy in NLP could typing be a thing of the past?
  • What will 1 to 1 tailored experiences to each individual mean for marketing
  • How will business adapt and redesign existing processes?
  • What are the risks associated with AI customer experiences?

We will also discuss Accenture’s predictions and whether the panelists agree with the premise, the timeframes and the impact this will have

  • In five years, more than half of your customers will select your services based on your AI instead of your traditional brand.
  • In five years, the majority of customers will be purchasing goods or services through a digital ‘middleman’ – such as messaging platforms, connected devices, or smart assistants.
  • In seven years, most interfaces will not have a screen and will be integrated into daily tasks.
  • In 10 years, digital assistants will be so pervasive they’ll keep employees productive 24/7/365, operating in the background for workplace interactions, like creating video summaries right after an important meeting.



  • 14:30 – 15:00 Keynote
  • 15:00 – 16:00 Panel
  • 16:00 – 17:00 Breakout Session



  • Keynote: William Tunstall-Pedoe (Entrepreneur, Formerly Amazon Alexa, Founder of Evi – now an Amazon company)
  • Keynote: Dr. Jekaterina Novikova (Postdoctoral Researcher at Heriot-Watt University)
  • Panel Chair: Ray Eitel-Porter (Managing Director of Accenture Digital, Head of Big Data & Analytics UK & Ireland)
  • Panelist: Amber Atherton (Founder of Zyper)
  • Panelist: Jordi Torras (Chief Executive Officer & Founder of Inbenta)
  • Panelist: Dmitry Aksenov (Chief Executive Officer & Co-Founder of DigitalGenius)
  • Panelist: Paul Ryan (Head of Watson AI at IBM UK)