Vivian Gomes

The art of autonomous Customer Experience

Key Learnings

  • Discuss the alarming rate at which traditional businesses are closing down due to decision biases.
  • How AI will make an impact on CX, how AI is helping businesses transform customer experiences, especially in e-comm and retail?
  • Learn ways how AI Is Transforming the Customer Experience.


In less than 5 years experiences transformed by AI will be inevitable. The role of AI with deeper ML discoveries in technologies and how it applies to customer experience will continue to change, even as it does right now. How are leading organizations whose technology forecast and predictions make an impact are addressing the role of AI in CX? As Microsoft says, “By 2025, as many as 95percent of all customer interactions will be through channels supported by artificial intelligence (AI) technology”.

Today, digital, tech-enabled response systems mimic human behavior and interactions including adding that “umm” “ah-ha” in a conversation. Statistics prove the impact of AI in CX in Europe alone e.g. a projection by Statista headline says, sales from AI enterprise apps are expected to increase from $221 million this year to more than €7.8 billion in 2025.

Date: Thursday, January 1st


Vivian Gomes

Director UX, Human Factors Research & Design

Highly experienced and practical hands-on Design leader. Vivian believes that insights at the intersection of user needs, technology and business helps create highly effective and innovative products and solutions on the foundation of DESIGN. His strengths lie deep in understanding people and systems, user experience design, teaching, conducting Design Sprints and UX workshops globally. He empowers teams to craft compelling stories and develop a solution’s design ecosystems across multiple media and devices for a connected, seamless end-user experience.

He interfaces with teams globally to bring innovative and disruptive design ideas to life while helping create a vision that delights users and profits customers.

His roles include driving creation of compelling portfolios for customers that include healthcare, Social innovation in community uplifting program design and application, Retail, Oil & Gas, Smart Cities, Analytics, IT Security, data Science, Military, Government, GIS, payments/finance, social, search, eComm, startups, Cloud applications, Portals, IOT, mobile/telecom, wearable tech, AR/VR, AI, voice activated UX and the engineering / automotive industry

He works as a core member of the management teams to Institutionalize Design, focused on future of design driven needs, helping digital transformation through applicable design thinking. He has mentored design managers/ leaders, setting up global design centers & design research labs in India, EUROPE, Asia, UK, Middle East and USA. He is a Google certified Design Sprint master, Certified LUMA Institute trainer, UX / Design mentor on Google Launchpad and has implemented HFI level 5 CPU within organisations.

Currently, he is a Board member of UXQCC (Austria), Speaker at World Usability Congress, UXPA- China, IxDC, Oman SAS Accelerator and Savvy UX , Thailand. He evangelizes culture transformation through Design across the world.

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