Upgrade 2025: Innovation for the New Reality
Super-Powering Customer Experience and Engagement
Speakers:
Rajeev Singh, Group Senior Vice President NTT DATA App&BPS
Ahmad Elsawaf, Head of Digital Strategy & Experience, Transamerica
Kim Barrington, Head of Investor Experience, TSX Trust
Summary
Super-Powering Customer Experience and Engagement
As customer interaction evolves in the digital age, industries increasingly rely on advanced technologies to improve customer service and extract valuable insights from each engagement. NTT’s proprietary Foresight technology leverages voice and context recognition innovations to enhance customer interactions. This panel will explore how combining Agentic AI and Foresight technology offers real-time, AI-driven analysis of customer conversations, enabling businesses to streamline processes, reduce friction, and personalize services. Additionally, NTT has a pilot program that incorporates Attribute-Based Encryption (ABE) into Foresight to ensure information and customer detail security. Ultimately, AI Agents and Foresight-enabled humans, coupled with ABE, will help businesses enhance customer satisfaction, boost loyalty, and gain a competitive edge across various sectors, from call centers to sales reps and beyond. Includes 10-minute Q&A.