Nearly 200 professionals from 70 companies gathered in Madrid for Sprinklr's annual event, CX Connect 2024, to explore how artificial intelligence (AI) is transforming customer interactions.
Speakers emphasized AI's role in enhancing automation, analytics, and personalization across marketing, sales, and post-sales services. Carlos Sentís, CEO of World Innovation Alliance, remarked, "AI is a transformative technology, yet we still don't fully understand its impact. We must closely monitor its evolution and strategize to reshape business processes and customer interactions."
Héctor Premuda, a CX expert, noted the necessity of analyzing data to understand customer needs better, highlighting the importance of text and speech analytics to identify dissatisfied customers swiftly.
Natalie Costumero from FEVER detailed how social media insights drive product development through user interaction analysis. Repsol and BBVA representatives shared their experiences with Sprinklr's platform, stressing the need for comprehensive customer feedback to enhance service delivery.
Sprinklr consultants introduced Digital Twins, an AI-driven technology that creates digital replicas of brands and teams, allowing for complex task execution and decision-making. The event concluded with discussions on the future of customer experience and the critical role of technology in meeting customer expectations.
Luis Miguel Alcedo, Director General of Sprinklr España, expressed optimism for increased AI adoption among Spanish companies in the upcoming year.