Matt Hooper, SVP Global Marketing, IMI Mobile.
Matt’s presentation looked at “AI and improving the customer experience” looking at how AI is already being used in customer service and how attitudes are changing towards it.
Matt Hooper, SVP Global Marketing at IMImobile, is an experienced senior enterprise software marketer and general manager, with over 20 years in international marketing, customer experience, product management and business development. He joined IMImobile in 2015 from cloud compliance SaaS provider Cognia. Prior to that he worked with Boston-based Lavastorm Analytics, MDS, Colibria and as a founding executive of service delivery platform pioneer Elata. Matt has also held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certified RFU rugby coach.
Ralph Anderson Introduction – 00:09
Matt Hooper, introduction IMI Mobile – 00:25
AI Timeline - 00:55
Forecasts - 02:31
Applications - 03:30
Chatbots - 04:35
What do consumers want? - 05:30
Messaging - 06:44
New communication channels - 09:20
Customer journeys - 10:47
Bringing together AI and assisted customer service - 12:11
Process automation - 15:53
Improving customer experience with AI - 17:20
IMI Mobile - 19:17
Summary - 20:25
Q&A - 21:04