Transforming a contact center requires more than just the latest and greatest tech solutions—it is built on a foundational strategic approach to cross-functional collaboration. In this case study, Kim Cochran, VP of CX, and Syam Suri, VP of IT, at Brightspeed, share insights on how to implement role-based solutions, navigate the complexities of managing multiple systems, and develop a multi-year integration strategy.

They’ll explore how their organization balanced self-service and human interaction to meet diverse customer needs while strengthening partnerships across the organization. From proactive communication to data-driven approaches, the team leveraged customer insights to drive smarter decision-making and enhance the end-to-end customer journey. Join this session to gain practical takeaways on overcoming internal silos, aligning teams, and future-proofing contact center operations.