Speaker - Datax 2020 Nov - Mohit Gupta - DISYS
November 17 - 18, 2020

Join Me At DATAx Virtual:
Boosting ROI with a Data First Culture November 17 – 18, 2020!

Mohit Gupta

UX Practice Lead

I am excited to share the (virtual) stage with and learn from tremendous digital leaders at DATAx Virtual: Boosting ROI with a Data First Culture November 17 – 18, 2020!

Come join me and hear from the amazing lineup of accomplished DATAx leaders!

Scroll down for my agenda topic, or see the full agenda here: DATAx Virtual: Boosting ROI with a Data First Culture

Topic

PANEL DISCUSSION: Data in UX – Applying Conversational AI to the Customer Support Experience

Customers expect a response from support channels within seconds. Given the demand of support related inquiries, customer experience teams often turn to chatbots to accelerate the response rate.

Chatbots customer experience AI can often lead to user frustration. Is this the most effective way to personalize the user experience to maximize results?

In this session, join us in an immersive discussion about how data teams can work with user experience teams to analyze the customer journey.

Attend this session to learn:

  • The role of AI in the personalized user experience
  • How to map the user experience journey to determine a pathway to escalate from AI to human support clearly and efficiently
  • Where to integrate conversational AI into various stages of the customer journey via mobile or website applications to enhance user experience
  • Ways to analyze qualitative consumer data to provide a support solution that is personalized to the consumer

AND

USE CASE: Utilizing Quantitative and Qualitative Data to Make Informed Organizational Decisions

Enterprises today have a tremendous amount of data about systems, personnel (employees, users), and their usage patterns. Personnel makes enterprises and personnel have biases that affect organizational decisions by pre-determined ideas, prejudice, or influence in a particular direction. But if analyzed closely, this available data reveals insightful stories that can help organizations in better business and strategic decision making.

This case study of a fortune-500 company is the journey demonstrating how stakeholders’ biases can affect the roadmap and how to use the qualitative and quantitative data to tackle those biases and help in informed organizational decisions. This story about data will cover the topics that will include –

  • Use of mixed design methods to validate known and derived biases along with analyzing the data
  • Enterprise design thinking approach to identify the real problemata
  • Creative problem-solving methodology to explore design solutions

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