Based in NYC and Sydney, Dr. Catriona Wallace is one of the world’s most cited experts on the Future of Customer Experience and Artificial Intelligence and Bot Strategy. Catriona’s keynotes feature macro trends related to technology, customer experience, Artificial Intelligence and the rise of Individualization.
Catriona is the Founder of high-profile award-winning Virtual Assistant (AI) software company, Flamingo, based in NYC. Catriona previously co-founded a customer experience design firm, Fifth Quadrant and a market research firm, ACA Research. Catriona has a PhD in Organizational Behavior in Human Technology Interaction, is a well published author and Analyst and as such brings a strong evidence based approach to her speaking engagements. Catriona’s links with business schools and businesses around the world allow her to share international practice and case studies.
Catriona is a highly awarded business person having been inducted into the Australian Business Woman’s Hall of Fame, winning Telstra Business Awards, being one of Advance Australia’s top 3 innovators, is Alumni of the prestigious Springboard Enterprises Women Entrepreneur’s and EY Entrepreneur of the Year programs. Recently Catriona was awarded a Pearcey Foundation award for leading technology entrepreneurs and is recongized as one of the Top 4 Most Respected People globally in the Customer Experience sector.
Catriona also conducts many speaking events focused on entrepreneurialism and women in leadership. Catriona is also a high profile philanthropist and human rights activist and mother of 5.
VENDOR RELATIONSHIP MANAGEMENT (VRM) & CO-CREATION – THE NEW CRM
The next big thing – the extension of CRM to VRM. Customers owning their own data and profiles, customers managing their vendors, customers use of personal clouds for data and products and services. Co-creation as a new business model generating shared value. The rise of the consumer where customers are no longer in pipelines, segmented, captive, branded and given terms and conditions; the increased influence and power of individuals, interest groups and communities; modeling of organizations who empower their customers; new models of organizational design and language around the customer.
THE FUTURE OF CUSTOMER EXPERIENCEMacro forces and trends influencing consumer behavior; rise of digital consumer interfaces; the future of the internet of customers; best models of Customer Experience Maturity; multi-channel integration; the death of hierarchy; the rise of data; and disruptive future models of business.
WHEN CUSTOMERS TAKE CHARGE: TRANSFORMING CRM TO A SEGMENT OF ONE
The rise of digital is transforming customers, not just businesses. Macro forces and emerging trends, such as Conversational Commerce, are now creating an environment where both B2B and B2C customers can no longer be put in segments, and instead, need to be treated as individuals. Dr. Wallace will share the key trends that are enabling customers to have more power than ever before as well as the important role that platforms play in better connecting and creating shared value for customers, businesses, and the ecosystem. Key insights in how to transform your business to meet the transformed customer will be shared in an interactive way.
CUSTOMER EXPERIENCE, ARTIFICIAL INTELLIGENCE AND THE RISE OF THE BOTS
After 20 years of promise, finally Artificial Intelligence is here and available to organizations to perform a range of functions from back-end processing, predictive forecasting, customer service and even selling. There are three main categories of AI: Super AI, General AI and Narrow AI. Narrow AI is the basis of ChatBots and Conversational Commerce platforms which are now in huge demand. Dr Wallace, having founded a Conversational Commerce platform company now shares learnings about the convergence of humans and machines and how Customer Experience can greatly benefit from the commoditization of AI.
CORPORATE ENTREPRENEURIALISM - WHEN CORPORATES, CUSTOMERS AND START UPS COLLIDE
The decline of traditional innovation and the rise of entrepreneurialism for Start Ups and also Corporates. Innovation will come from customers and The Edge – the Start Up community. Introduction of Lean Start Up and Agile Planning methods to fast track inside and outside innovation; the meeting of the entrepreneurial and corporate worlds in a new model of innovation.
WOMEN IN TECH AND WOMEN IN LEADERSHIP – THE RISE OF THE FEMININE ARCHETYPE
The decline of traditional leadership models and the rise of the Feminine Archetype in business, characterized by: inclusion and diversity, focus on collaboration, social, mentoring, networking, connecting, empathy, multi-functional/ multi-tasked, absence of politics and power plays, reduction in hierarchy; machine learning to absorb traditional masculine leadership tasks. The results.
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