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Bala
Desikamani
VP, Marketing Operations
Temenos
As the Vice President of Marketing Operations at Temenos, Bala Desikamani oversees marketing strategy, operations, technology, and analytics. With over twenty-five years of marketing experience in the technology industry, Bala has a proven track record of transforming Go-To-Market models by incorporating technology and data-driven insights to enhance the customer's buying journey. His keen focus on mapping the buyer's journey and eliminating friction points has significantly improved funnel velocity and revenue lifecycle efficiency. Bala is a 'Pragmatic optimist' regarding AI adoption for customer experience, constantly seeking innovative, iterative ways to integrate AI for sustainable & transformative outcomes. His leadership exemplifies a blend of strategic vision and practical implementation, making him a transformative expert in modern marketing operations.
29 April 2025 10:15 - 10:45
Panel | Crafting customer-centric experiences: Balancing Gen AI utilization with a human touch
This session explores how organizations can transform their Customer Experience (CX) strategies to drive loyalty, acquisition, and lifetime value. It delves into the balance between leveraging Gen AI technologies for efficiency and maintaining the essential human touch for authentic customer connections. Key takeaways: - How to adopt a "Digital First, Human Always" approach for CX innovation. - Strategies for integrating Gen AI to personalize interactions and scale engagement. - Best practices for deploying high-touch resources like sales and support for impactful moments. - Insights on aligning technology and empathy to foster long-term brand loyalty. - Practical steps to measure and optimize CX investments for maximum ROI.