Technology in CX: Leveraging AI, chatbot and other Tools to enhance experiences

Customers expect seamless, personalised, and effortless experiences - yet too often, technology creates frustration instead of value. In this keynote, Kerri Prissman, Head of Client Value Management at Inovo, shares lessons from her journey from global tech to customer experience. Drawing on real-world examples, she explores how AI, chatbots, and automation can deliver business outcomes when designed around the customer -and why technology should enhance, not hinder, the human experience.