ENAiBLE: Building Customer Credibility & Confidence in AI-driven Experiences
When
-
Where
Virtual Program - ET
Description
It is easy to forget that many of our daily activities generate data, from checking email and visiting websites, to browsing stores and even driving our cars. Data has become the de facto medium through which companies seek to better understand their customers' habits and interests. Tools leveraging AI and Machine Learning are then deployed so as to seamlessly transfer these understandings into experiences and services.
These tools are generally proven “in the lab,” but what happens when they are actually deployed? We frequently hear stories of customer confidence being damaged through poorly-executed strategies and methods. How is a company to navigate leveraging AI-based tools that ultimately impact their credibility and reputation with customers?
Andrew Li, co-lead of ENAiBLE and Assistant Professor of Operations Research, welcomes Matt White, Leader of Technology and Innovation Manager at Progressive Insurance, and Frank Liddy, Vice President of Growth at Standard AI.
In this roundtable discussion, we will explore:
- What are typical risks that arise in applying AI to customer-facing processes? Are there ways to identify low-risk/high-reward customer experiences that are ideal for applying AI?
- How challenging is it to recover credibility with your customer? Where should a company draw the line when leveraging AI?
- How can we think about, and even measure, the effect we’re trying to generate from applying AI?
- Broadening the notion of a ‘customer,’ who within the organization can also benefit from AI-driven experiences?
Panelists
► Andrew Li, Assistant Professor of Operations Research; BP Junior Faculty Chair, Tepper School of Business — Andrew Li is an Assistant Professor of Operations Research, and the BP Junior Faculty Chair, at CMU’s Tepper School of Business. His research develops new methods in optimization, statistics, and machine learning, for problems in online retail and personalized medicine. He also teaches and consults frequently in both spaces. Andrew holds a B.S. in Operations Research (Columbia) and a Ph.D. in Operations Research (MIT). ► Frank Liddy, Vice President of Growth at Standard AI — Frank Liddy has worked at the intersection of technology, finance, and retail as an operator, advisor, and investor for nearly three decades. During that time, he has helped design, build, and run multiple, award-winning products and services enjoyed by millions of consumers while enabling businesses to create (and capture) value. Presently, Frank is responsible for driving the growth agenda at Standard AI. Prior to Standard AI, he led strategic growth at Venmo and PayPal. And in the last decade, he has contributed to 3 successful exits delivering over $1B in enterprise value. His past affiliations include: Paydiant (sold to PayPal), Transactis (sold to Mastercard), Capco (sold to FIS Global), KPMG Consulting/BearingPoint, Citigroup, and the U.S. Army. As an advisor and investor, Frank both mentors and serves on the boards of several early-stage technology companies and investment teams. He began his career mopping floors, stocking shelves, and working the cash register for his parents' small business. Frank graduated with an AB in international political economy from Fordham University, attended the MBA program at Pace University, and recently earned a PG Dip. (with distinction) in financial strategy from the University of Oxford. ►Matt White, Technology and Innovation Manager at Progressive Insurance