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Marisa Cacc

The Evolving Landscape of Customer Experience: Exploring Generative AI

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The dynamic world of customer experience (CX) is being reshaped by the advancements in artificial intelligence (AI). McKinsey's latest State of AI report reveals that over half of businesses are now dedicating more than 5% of their digital budgets to AI initiatives, with ChatGPT standing out as a notable platform capturing significant market interest. PICTURED (left to right): The Honourable Scott Ryan (Australian High Commissioner to Canada) and John Roberts (Associate Deputy Minister and Chief Data Officer of Ontario) Canadian Australian Chamber of Commerce’s (CACC) recent panel discussion in Toronto on May 28, 2024, hosted by corporate partner KPMG, on Generative AI (Gen AI) and its impact on CX brought together experts to dive into this transformative technology. Melissa Wharton, CEO of CACC, opened the session with her welcome remarks. The event kicked off with remarks from The Honourable Scott Ryan, Australian High Commissioner to Canada, who underscored the importance of Canadian-Australian collaboration on policy, practices, and privacy as it relates to the emerging AI landscape. John Roberts, Associate Deputy Minister and Chief Data Officer of Ontario, followed with insights on the critical role of data management and privacy in the AI landscape, highlighting the need for robust governance to ensure ethical AI practices. PICTURED (left to right): Chitra Sridar (Head of Services for KPMG’s Data & Analytics Centre of Excellence), Isaac De Souza (Artificial Intelligence & Emerging Technology Risk Officer - BMO), Amol Shah (General Manager, Americas Data & AI - Microsoft Canada), and Alexis Zamkow (Intelligent Marketing Global Offering Leader - IBM) Smita Challu Tulsani, Co-Chair of the CACC Ontario Committee, introduced the panel and moderator. The diverse panel featured industry leaders: Alexis Zamkow, Intelligent Marketing Global Offering Leader from IBM, Isaac De Souza, Artificial Intelligence & Emerging Technology Risk Officer from BMO, and Amol Shah, General Manager,...

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