AI-Driven Customer Experience: How to Start, Scale, and Succeed in the Enterprise

Abstract

This session will highlight practical strategies for using AI to transform customer experience in the enterprise. Based on my work at Snowflake and supported by real-world outcomes, topics will include:

• Building hyper-personalized customer journeys using AI in industries like retail, finance, and healthcare
• Case study: Using AI to analyze CSAT feedback and dramatically improve response times and satisfaction
• Leveraging modern AI agents and chatbots for smarter, empathetic support
• Predictive analytics for proactive issue resolution across telecom, SaaS, and manufacturing
• Navigating ethical challenges, including data silos, bias, and over-personalization
• Five actionable best practices for effective AI adoption

The aim is to provide attendees with a practical blueprint for embedding AI into their workflows, balancing automation with the human touch, and driving measurable impact.