The AI tidal wave is crashing on us. How will companies use it to deliver a delightful experience? Delighting customers is a phrase that’s often subjective. Ask five people and you’ll get six different answers. This talk will share why customer delight is important, the patterns we have observed that enable delight to happen, and real-world stories how teams have employed AI to deliver a delightful product experience. 

The audience will take away:
- A framework for identifying levels of delight
- Underlying cultural aspects that enable delightful experiences to occur
- The role artificial intelligence plays in shaping customer experience

C. Todd Lombardo

Adjunct Professor
IE Business School
(USA)

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