Experience on Our Minds: How Cross-Functional Partnerships Accelerated AI Success in CX at IBM
Discover how cross-functional partnerships between customer experience leaders and developers are turning AI promise into real-world impact. Liz Miller, VP & Principal Analyst at Constellation Research, shares insights from IBM TechXchange—a “Customer Experience Day” hiding in plain sight among builders and developers.
Liz unpacks:
- The “two polls” that reveal what developers really worry about with AI (accuracy, training data, and outcomes)
- Why customer and employee experience is the #1 place builders want to apply AI
- The challenges teams face with data access, quality, and legacy systems
- How Scuderia Ferrari and IBM are using AI and up to 10,000 data points per second to transform fan engagement
- Why CX, data, and AI must become a team sport across marketing, service, sales, commerce, and development
If you’re a customer experience, marketing, service, or product leader wondering how to work better with your builders—and how to turn operational data into unforgettable experiences—this talk is for you.
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About Liz Miller: Liz Miller is Vice President and Principal Analyst at Constellation, focused on the org-wide team sport known as customer experience. While covering CX as an enterprise strategy, Miller spends time zeroing in on the functional demands of Marketing and Service and the evolving role of the Chief Marketing Officer, the rise of the Chief Experience Officer, the evolution of customer engagement, and the rising requirement for a new security posture that accounts for the threat to brand trust in this age of AI. With over 30 years of marketing experience, Miller offers strategic guidance on the leadership, business transformation, and technology requirements to deliver on today’s CX strategies. She has worked with global marketing organizations to transform…...
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