The Big Themes:

The power of trust: We’re trying to create a better experience – for our customers, our partners, and our employees. But navigating that trust is all-important.

Avoiding the creepy factor: Tech companies who are applying this technology have to be very careful of how they leverage it.

An actual video avatar: We understand that the computer’s not real – but if it comes in as a projected human, we respond to it in that way.

Virtual agents and the customer experience: A core element of platforms across the spectrum, virtual agents are here to stay.

The Big Quotes:

“When I sit on some of these briefings with technology companies that are demoing some of this new technology, it's staggering, it’s mind blowing.”

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