When it comes to deploying leading edge technology, the future of work will not be all that different from the world of gamers, where immersive experiences become an appealing proxy for in-person experiences, and for some, the preferred option. Many of these forms are already finding their way into the workplace; virtual reality (VR), augmented reality (AR), mixed reality (MR), and even the metaverse. While these may be years away from being mainstream, immersive forms of interaction will be FOW-friendly, especially for businesses trying to improve employee engagement with hybrid work. Before going too far down this path, IT needs a clear sense of the use cases, as well as the technologies required to support these new modes. Only when those pieces are in place can virtual options become reality, and that’s where our panelists will bring their expertise to bear.

This session looks are how to move from current conversational AI narrow models to new Generative AI pre-trained models for next generation customer care. The session will explore live cases as well as futuristic concepts, considering both benefits and challenges, results and deployment strategies, with an eye towards sustainability and ethical AI usage.

AI technologies are rapidly improving business processes and revolutionizing decision-making. This session looks at the synergies between advanced AI language models and ERP systems, how cloud and AI are changing the ERP landscape, and deliver a practical understanding of how ERP software is moving forward with AI and how businesses can benefit from it.

Just as we were getting comfortable with first generation AI applications like chatbots, translation and transcription, along came ChatGPT in 2023. This took AI to a new level, and we’re still grappling with how it fits for future of work. Nothing stands still with AI, though, and the latest wave in the revolution is large language models (LLM). With each new breakthrough, AI becomes more strategic than tactical, and IT leaders need to think in terms of the organization-wide impact rather than point applications like speech-to-text. Just as Generative AI became part of the FOW lexicon last year, LLM is this year’s acronym, and you might be surprised at how it can drive new business value. Last year’s ChatGPT session was standing-room-only, and if LLM isn’t on your FOW roadmap yet, you won’t want to miss this one.

This session will navigate an increasingly pivotal crossroads: the decision between investing in a proprietary, custom-tailored Large Language Model (LLM) or capitalizing on the versatility and ease of public generative AI services. The discussion will include a comparison of the various GenAI models, their benefits and risks, and will provide insight into the decision-making framework to allow attendees to assess their options for their own needs.

Artificial Intelligence is all the buzz—and as it continues to grow in number of offerings, it also grows in complexity. Most CX leaders aren’t sure whether generative AI, conversational AI, agent assist, sentiment analysis, or some other form of AI is the best solution for their problem or opportunity. This session will examine AI for CX use cases, ROI, adoption rates, concerns, pitfalls, and plans—based on brand new research from Metrigy. We'll explain AI options available for common problems and opportunities in a way that is easy to understand. We'll also show how AI is affecting revenue, costs, agent efficiency, and customer satisfaction from companies that already use the technology.

This session delves into the realm of Generative AI and explores its immense potential for monetization. By analyzing real-life examples of successful implementations and revenue-generating models, the discussion will uncover strategies, trends, and opportunities within the generative AI ecosystem. Attendees will gain actionable insights to harness the transformative power of generative AI and capitalize on the emerging monetization landscape.

Hear directly from companies that are using AI, automation, and analytics to improve their customer experience during this lively session. They’ll provide information on how they decided to use the three As, what kind of results they’re seeing (with real metrics), how they sold the idea to internal stakeholders, and what their plans are for the future. We’ll also learn why they selected the providers they did, and how the relationships are progressing.

Workplace norms have become very fluid, not just with the rise of hybrid work, but the challenges of managing workloads that never seem to ease up. AI-based technologies are creating ever-expanding volumes of data that need to be managed, and without the right tools, workers can be easily overwhelmed. Knowledge management capabilities are essential for finding the right data for the task at hand, and applying it to improve performance. Without this, employee engagement will suffer, and some will even view AI as being on track to take their jobs. While AI is driving much of this new data creation, it can also be deployed for knowledge management to help workers navigate all this data. This will give workers a sense of agency, where human input still has value, and AI is viewed more as job enhancement than job replacement. The future of work will very much be technology-driven, but there will be no workers if everything is automated, and this session examines the nuanced approach that IT leaders must take with AI that does not erode employee engagement.

You may not know it, but the biggest tech battle of this century so far is about to begin. Generative AI and the Metaverse are already changing everything, and the biggest tech companies in the world are all in. Are you?

With Generative AI technology already changing the way we conduct business, and 70% of all brands forecasted to be present in the Metaverse by 2027, to remain competitive every organization needs to understand the implications of these two technologies and what opportunities they present for your organization. While readying your organization for the use of Generative AI and for entry into the Metaverse may seem daunting, the consequences of being late to the party or missing the party altogether are dire - just ask Blockbusters, Borders, or Xerox.

In his session, Barton will:

• Provide an overview of what Generative AI and the Metaverse are all about and why they are changing everything.
• Make the linkage between the Metaverse as the new 'front-end' and Generative AI as the new 'back-end' for conducting your future business.
• Show how global, best-in-class B2B, B2C, and B2B2C companies currently leverage Generative AI and the Metaverse to grow sales, market more effectively, decrease customer and field service costs, and improve training retention.
• Walk participants through a proven, 8-step approach to successfully leverage Generative AI and the Metaverse to conduct your future business

You will learn why Generative AI and the Metaverse, and the integration of these two technologies are so important for your organization’s long-term survival. You will hear how other companies are prospering by already leveraging Generative AI and the Metaverse today. You will receive a proven, 8-step approach to successfully leverage Generative AI and the Metaverse to conduct your future business.

As the possibilities of using Generative AI to improve businesses are exploding in the past few months, so are the concerns around security and responsible AI in these applications. As enterprises work to bring Generative AI applications to production, they need additional capabilities to ensure that these applications are secure, protect privacy, fair, explainable, compliant and accountable. What are the additional services and processes that enterprises need to build these capabilities? What challenges exist in bringing in these capabilities into the enterprise? How can these capabilities be implemented and integrated in an efficient manner? How are these capabilities monitored to ensure their continued performance? This session will answer these questions and many others around the GenAI landscape.

This session we will cover the recent advancements made in the field of AI, which is helping humankind close in on equipping the machines with an Artificial General Intelligence. We are in the Age of Singularity and we will try to understand how AI democratization is helping this cause. More specifically, we will dive into several of the very key research and development areas driving AI innovation and evolution, to help understand how multimodal AI and causality will bring more intelligence to machines.

Generative AI models have achieved remarkable advancements in generating human-like text, images, and even code. However, these models often suffer from a phenomenon known as “knowledge sprawl,” wherein the model’s knowledge expands beyond its training data, resulting in the generation of inaccurate or misleading information. Controlling this sprawl is crucial to ensure the reliability and ethical usage of generative AI systems. This session will delve into the challenges associated with knowledge sprawl in generative AI and explore effective strategies for controlling and mitigating its impact, including approaches that researchers and developers have employed to address this issue.

An AI Optimist possesses an authentic desire to capture the benefits of AI and deploy the technology for customer experience enhancements across all industries. They are not naive; they recognize implementation as a journey, not an immediate transformation, especially within the contact center, where Conversational AI has opened the door for Generative AI (which goes beyond basic guided tours of conversational AI). By leveraging Large Language Models (LLMs), GenAI delivers more life-like conversations with customers, where consumer intent is analyzed for personalized interactions. This session will examine what it means to be an AI Optimist and why companies must avoid carelessly deploying generative AI, as well as jey areas where to deploy GenAI, the benefits of enacting hyper-automation into customer care technology, and how optimists should address the challenges and risks of AI.

As advancements in AI, the Metaverse, and blockchain reshape our digital landscape, legal frameworks must adapt to address critical concerns regarding data privacy, intellectual property ownership, and user rights.  Through real-world examples, case studies, and practical recommendations, this session will explore the evolving legal landscape and offer valuable insights into the following key areas:

1. Blockchain Law: Discover how blockchain technology is transforming traditional legal systems, including its impact on contract enforcement, smart contracts, and decentralized governance. Gain a deeper understanding of the legal implications associated with blockchain-based platforms within the Metaverse.
2. Privacy Law in the Metaverse and AI: Uncover the complexities of data privacy and protection in virtual environments. Explore the legal considerations surrounding user data, consent, and identity within immersive digital spaces, and explore potential solutions for safeguarding user privacy.
3. Intellectual Property Rights: Insight into the challenges surrounding copyright, trademark, and patent protections in virtual worlds, and explore legal strategies to safeguard creators' rights and foster innovation.

This session will appeal to technologists, legal professionals, entrepreneurs, content creators, and anyone interested in the legal implications and opportunities presented by these transformative technologies.