Okay, your company has “digitally transformed” – now what? Implementing technologies is no longer enough to lead the competition — scaling and staying on top of the latest niche tech is critical to outpacing competitors. Shannon Burch, Vice President of Experience at Neo Financial, will share insights on how to move beyond “plug-and-play” approaches and, instead, how to thoughtfully design, integrate, and scale technology solutions.

Key Takeaways:

• Strategic Scaling: Learn how to design, integrate, and scale emerging technologies beyond baseline implementation.
• Intelligent Automation: Discover strategies to leverage automation for streamlining routine tasks, freeing up resources for high-value human interactions.
• Balancing Innovation & Cost: Gain practical insights on managing the cost and oversight challenges of scaling AI and other emerging tech effectively across your organization.

Shannon Burch

Vice President Experience
Neo Financial

See Bio

Setting clear service standards and behaviors is essential for translating your service vision into reality for frontline teams. Implementing a continuous and engaging learning program will help ensure everyone understands and integrates these standards across the organization. Additionally, commit to cultivating an empathetic, diverse, and inclusive workplace, leading to exceptional customer experiences. Join Andrea to explore effective practices that foster a high-performance culture, enhance leadership capabilities, and boost employee engagement. 

Andrea Ramirez

Construction Customer Care Director
Toll Brothers

See Bio

Virtual agents are changing the game in customer service by offering swift, streamlined, and personalized support. In this session, we’ll explore how virtual agents—like AI chatbots and voice assistants—are becoming key players in customer service teams. We’ll look at how these smart tools handle everything from simple queries to more complex issues, making interactions smoother and quicker. You’ll get practical tips on how to set up and use virtual agents effectively, how to measure their success, and how they can work alongside human agents to create a seamless customer experience. Join us to see how virtual agents can help streamline your customer service and make life easier for both your team and your customers.

Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.

Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.