AI & Customer Experience

October 9th 2019

Dr. Catriona Wallace has established herself as the innovative go-to expert for optimizing customer experience. As a result, she's the most natural authority to consult with when looking at ways to introduce emerging technologies into business.

When we talk about customer experience, what we're talking about is an individual's perception of an experience they have with your organization or your business across six different categories.

Typically a person might have an interaction with a mortgage broker and ask themselves "What was the communication I had from that broker? Was it suitable for me as an individual? Did it come through the channel that is suitable for me? Was it targeted specific foot specifically for me as an individual?

A person is thinking of it not from a segment that they belong to, but from their personal or individual perspective.

Dr. Catriona Wallace details the 6 categories where customer service can intersect with emerging technologies.

For further information on Dr. Catriona Wallace or to enquire about making a booking for your next conference or event please contact the friendly ODE team


  • +61 2 9818 5199

United States

  • +1 877 950 5633
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