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to http://www.economistgroup.com/privacy







Jinny Yan

Chief economist, China

ICBC Standard Bank

Rebecca Fatima Sta Maria

Executive director

APEC Secretariat

Fukunari Kimura

Chief economist

Economic Research Institute for ASEAN and East Asia (ERIA)

Christopher Clague

Managing editor, Asia, and global editorial lead, trade and globalisation

The Economist Intelligence Unit

Christopher Clague

Managing editor, Asia, and global editorial lead, trade and globalisation

The Economist Intelligence Unit

Guy Scriven
Climate risk correspondent

The Economist

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before each webinar.

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Reviving trade: The way forward 

February 22nd - 25th 2021, Hong Kong

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Customer service is the bedrock of solid business operations, and an area where
technology  can play an important role. Companies have used clunky, automated
systems for years, it has frustrated consumers who have come to expect
immediate, personal responses.

Customer service drives over two-thirds of customer loyalty, outperforming brand
and price combined, according to a study by Gartner. Major advances in AI and
personalisation promise to improve customer service departments. AI may enable
businesses to automate processes, alleviate pressure on agents, gain insights
from data and improve interactions. However, AI can also lead to a lack of
personal connection and concerns about data privacy, security and job
displacement.

Moreover, the expectations around customer experience differ across generations:
what wise elders and spirited youths want are not always the same. AI may bring
fast-paced, impersonal interactions that are preferred by some but not by
others. It can transform a company’s customer services but how it is implemented
requires careful thought—and can harm customer satisfaction if not harnessed
well.
 


 



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SVP GLOBAL THOUGHT LEADERSHIP, AARP


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The panel will discuss:

 * How are advances in technology and evolving consumer expectations
   transforming customer service? What are the impacts of AI and
   personalisation? 
 * Will generative AI be transformative for customer service, and if so, how? 
 * In what ways are consumers’ expectations changing, and how must
   conversational commerce and services change to meet the preferences of
   different generations? 
 * How can businesses strike a balance between AI-driven automation and human
   interaction to enhance the customer experience? How can AI help companies
   streamline workflows, reduce expenses and thus have the funds to boost
    reinvestment? 
 * What are the privacy and security concerns associated with AI? How can
   businesses ensure robust data protections? 
 * How can businesses navigate the trade-offs between the benefits and downsides
   of AI in customer service?
   

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MODERATED BY:


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SPEAKERS:



ADRIAN MCDERMOTT
CHIEF TECHNOLOGY OFFICER
ZENDESK



MOHAMED ABDELSADEK
EXECUTIVE VICE PRESIDENT OF DATA, INSIGHTS AND ANALYTICS
MASTERCARD

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KATE LEGGETT
VICE PRESIDENT AND PRINCIPAL ANALYST
FORRESTER RESEARCH

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JESSICA MOULTON
SENIOR PARTNER
MCKINSEY

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