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Transforming Customer Experience: Where’s the True AI Payoff?

Beth Schultz (Editor / Program Co-Chair, No Jitter / Enterprise Connect)

Sheila McGee-Smith (Founder & Principal Analyst, McGee-Smith Analytics)

Anthony Bartolo (Executive Vice President and Chief Product Officer, Avaya)

Omar Tawakol (VP/GM Contact Center, Cisco)

Rowan Trollope (CEO, Five9)

Barry O'Sullivan (Executive Vice President and General Manager, Multicloud Solutions, Genesys)

Paul Jarman (CEO, NICE inContact)

Bulent Cinarkaya (SVP, Product Management, Service Cloud, Salesforce)

Charanya Kannan (Chief Product Officer, Talkdesk)

Location: Osceola CD

Date: Wednesday, April 1

Time: 9:15am - 10:00am

Pass Type: Entire Event, Tue-Thu Conference, WorkSpace Connect Summit, Expo Plus, Media, Speaker - Get your pass now!

Track: Keynotes & General Sessions

Vault Recording: TBD

When it comes to the contact center, the true value of AI is likely to be seen not in chatbots replacing human agents, but in AI providing a rich set of capabilities that let agents draw on ever-more-sophisticated systems. These systems may focus on the contact center infrastructure, with AI providing better agent routing than any ACD ever could; or the AI may help the agent on the call by providing deeper and more precise information at just the right moment. The agent may also benefit from AI-enabled robotic process automation (RPA) that aids in post-call tasks.

In this session, executives from leading contact center vendors will discuss the ways in which AI (and other advanced contact center technologies) will drive next-gen customer experience. They’ll debate the relationship between AI-enabled advances and the technologies that have been driving the contact center market—specifically cloud and omnichannel. They’ll suggest strategies for delivering quick wins with new technology, and where you’ll need to invest toward a longer-term payoff. They’ll discuss how next-gen customer experience technology will change your enterprise—and what changes you’ll have to make in order to make the best possible use of the new systems. You’ll come away from this session with practical advice about how to implement a strategic vision for your AI-driven customer experience revolution.