Freshworks & The Ortus Club gathered Manila’s CX Leaders at the Grand Hyatt to Discuss Proper AI Integration, ROI Measurement, and Value Maximisation
Client
Philippines
Country
19
Attendees
CX
Industry
The Ortus Club recently hosted a summit on “ROI & AI: Practical Evolution” for Customer Experience leaders in Manila with Freshworks. Held at the prestigious Grand Hyatt Manila, the event brought together 19 CX leaders for a dynamic exchange of ideas on leveraging AI to achieve measurable results.
ROI & AI: Practical Evolution
Generative AI is revolutionising customer experience (CX) management by transcending traditional rule-based systems and delivering contextual solutions. This technology enhances both customer and agent interactions across various channels, significantly impacting return on investment (ROI). With over 70% of organisations, according to a recent Gartner survey, exploring generative AI, its implications are profound.
For CX leaders, generative AI addresses critical challenges such as poor deflection rates, low agent productivity, and obscured support insights. By automating self-service across multiple channels, AI tools boost team efficiency and optimise support operations. This automation allows organisations to significantly cut costs, making the financial benefits measurable. Looking forward, the evolution of AI in CX points to even greater integration and smarter solutions. As businesses continue to harness the power of generative AI, they can expect not only to see enhanced efficiency but also improved customer satisfaction, positioning them strongly in competitive markets.
Here’s what you can expect from the summit with Freshworks:
- Dissect the challenges faced by CX leaders, including poor deflection rates, low agent productivity, and hidden support insights
- Find out how generative AI can be used to automate self-service across channels, boost team efficiency and optimise support operations
- Learn how to assess and demonstrate cost savings with generative AI in your organisation
- Explore what the near-term future holds for AI in the realm of customer experience
The summit with Freshworks attracted a diverse group of 19 CX leaders from various industries in Manila. This mix of expertise fostered a rich exchange of perspectives on the challenges and opportunities of integrating AI into strategies, particularly in terms of measuring and maximising returns on investment when it comes to AI integration.
Attendees include:
- Vice President and Head, Customer Experience and Process Quality at PLDT Global
- Head of Customer Experience Group at Megaworld Corporation
- Head of Customer & Investments Digital Experience at GCash
- Customer Service Group Head at NutriAsia
- CBS Deputy Head – Operations at Metrobank
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Lanz Garcia-Legaspi | Customer Success and Data Protection Head at edamama
Lanz is an Expendable, Dependable, Approachable Mama and a Customer Advocate with more than 10 years of experience: Customer Experience & Customer Care, Contact Centre Operations, Teaching & Training, Business Process, Knowledge Management, Quality & Audit.
Marcus Erlano | Head Of Customer Experience at UnionDigital Bank
Marcus Erlano is a CX professional with more than 10 years of industry experience under his belt. He has worked on Customer Success and Support and is the current Head of Customer Experience at Union Digital Bank, focusing on transforming FinTech operations towards customer-driven growth.
The Ortus Club’s selection of the Grand Hyatt Manila for the “ROI & AI: Practical Evolution” summit with Freshworks wasn’t simply about a location. It was about creating a luxurious canvas for productive discussions. Stepping into the hotel’s grand lobby, participants were immediately enveloped by an atmosphere of sophistication and elegance, setting the perfect tone for a stimulating exchange of ideas.
The central location in Bonifacio Global City, a prime business district in Manila, ensured easy access. The Grand Hyatt function room itself wasn’t a cavernous space, but rather an intimate setting that could be tailored to the specific needs of the summit. But the true mark of a successful venue lies in its service. The Grand Hyatt Manila’s attentive staff ensured the comfort and needs of all participants were met throughout the event, with their presence being discreet yet invaluable. This allowed participants to focus entirely on the insightful discussions at hand, maximising the value they derived from the event.
By choosing the Grand Hyatt, The Ortus Club created more than just a venue for the event. They crafted an experience that fostered productive dialogue, encouraged collaboration, and left a lasting positive impression on the CX leaders of Manila.
The intimate setting of the Grand Hyatt Manila fostered a dynamic exchange of ideas, where participants weren’t just receiving information; they were actively shaping the conversation.
The discussions delved into the latest AI trends in the field, with experts sharing real-world case studies and actionable strategies. Core to the experience was participants learning how to leverage AI to ultimately achieve a measurable ROI for their AI-driven efforts. But the true value of the summit came from the shared experiences. By bringing together CX leaders from various industries, The Ortus Club created a platform for peer-to-peer learning. Participants were able to discuss the challenges they faced integrating AI into their strategies and brainstorm solutions together. They also learned from each other’s successes, gaining valuable insights into best practices for measuring the effectiveness of AI-powered campaigns.
The “ROI & AI: Practical Evolution” summit with Freshworks wasn’t just an event; it was a catalyst for innovation. By providing a platform for knowledge sharing and collaboration, The Ortus Club empowered CX leaders in Manila to unlock the true power of AI and drive significant results for their brands.
