I had the privilege of speaking at the 23rd edition of CONAREC, Brazil’s premier Customer Experience (CX) conference. It was an honor to join industry leaders in discussing the evolving role of Cognitive AI in shaping authentic, human-centered customer experiences.

During my session, I explored how Emotion AI—which decodes emotional cues from voice—can empower brands to deliver hyper-personalized interactions that resonate with customers on a deeper level. We also addressed the emerging challenges of post-authenticity, emphasizing the need for robust security measures to protect both customer trust and business integrity in an increasingly digital world.

For more information, read the article “Cognitive AI, Authenticity, and the New Frontier of CX“ at CONSUMIDOR MODERNO