Customer Experience in the Age of AI with Priceline CTO and UPS CDTO | Technovation 885

Organizations navigate a landscape marked by frequent AI interface releases, expanding interaction channels, and heightened expectations for quick, seamless, personalized experiences. Emphasizing responsible customer data use, they strive to balance AI with human touch to enhance both customer and employee engagement. In this episode of Technovation, a panel from our May 2024 Metis Strategy Digital Symposium features Bala Subramanian, Executive Vice President and Chief Digital and Technology Officer at UPS, and Marty Brodbeck, Chief Technology Officer at Priceline, in conversation with Metis Strategy Co-Head of Research, Media, and Executive Networks Steven Norton about customer experience in the age of AI. Bala discusses UPS's tech-driven improvements in customer and employee experiences and operational efficiency, while Marty outlines Priceline's use of AI tools for enhanced customer care and efficiency. They delve into evolving customer expectations, generative AI applications, and the balance of tech with human touch. Both emphasize leveraging data and innovation for efficiency, effectiveness, and new business models, stressing the importance of robust data infrastructure and foreseeing AI's potential to boost operational productivity and drive future development.

00:00 Introduction
00:06 Exploring Customer Experience in the Age of AI
02:31 Customer Expectations and AI Solutions
04:20 AI's Impact on UPS Operations
06:14 Generative AI at Priceline
14:29 Data Quality and AI Adoption Challenges
22:46 Future Opportunities and Innovations
28:54 Closing Remarks

An audio-only version of this interview is available as episode 885 of Metis Strategy’s podcast, #Technovation with Peter High. Learn more at http://bit.ly/Technovation-885.

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