Technology is radically changing how companies operate and how they interact with customers, transforming our work lives and consumer lives. Learn from an amazing panel of experts about the revolution under way and what this next wave of innovation means for us as communicators.
- Lulu Cheng Meservey, Co-founder & Chief Operating Officer, TrailRunner International
- RJ Pittman, SVP, Chief Product Officer, eBay
- Dave Wright, Chief Innovation Officer, ServiceNow
- Moderated by Alan Marks, Chief Communications Officer, ServiceNow
“CEOs are looking for people who can take cultures through these transformations.”
—Lulu Cheng Meservey
Alan Marks and a panel of experts discuss innovations happening in search and customer engagement, specifically:
Voice Search Technology
- Search becomes “winner takes all” as users ask for and are given recommendations, rather than seeing a list of options.
- Keyword strategy will change because natural voice queries are very different from written search requests.
Related conversational interfaces
- Chatbots are becoming more sophisticated and applied more widely to manage tasks such as employee on-boarding and other routine areas where Q&A runs along predictable, though still complex, lines.
- Email might truly be receding with the increased use of Slack, an enterprise Facebook application, and as other tools are adopted.
Critical issues for CCOs
- Recent news about social media companies and privacy demonstrate the risks that are inherent in the blistering pace of innovation. Communicators need to be embedded in these issues from the outset.
- Don’t get too caught up in discussions of whether emerging technologies are hypes or fads, and instead look to evaluate them “systemically,” says RJ Pittman. AI has been around for 40+ years, but it took the emergence of cloud computing, and the accompanying vast amount of data, to make it ubiquitous.
In their own words
“FOMO is not a business case.”
—Lulu Cheng Meservey
“I’m paid to disrupt and see around corners and be first to market. There is a lot of risk that comes with that. Communications people are there to help balance that risk so that you don’t drive off a cliff.”
“The assumption everyone should make now is that privacy is pretty much gone.”