885: Organizations navigate a landscape marked by frequent AI interface releases, expanding interaction channels, and heightened expectations for quick, seamless, personalized experiences. Emphasizing responsible customer data use, they strive to balance AI with human touch to enhance both customer and employee engagement. In this episode of Technovation, a panel from our May 2024 Metis Strategy Digital Symposium features Bala Subramanian, Executive Vice President and Chief Digital and Technology Officer at UPS, and Marty Brodbeck, Chief Technology Officer at Priceline, in conversation with Metis Strategy Co-Head of Research, Media, and Executive Networks Steven Norton about customer experience in the age of AI. Bala discusses UPS’s tech-driven improvements in customer and employee experiences and operational efficiency, while Marty outlines Priceline’s use of AI tools for enhanced customer care and efficiency. They delve into evolving customer expect