John Parkinson
Senior Director, Emerging Technologies FreeClimb
With over 45 years of technology leadership and 30 years of consulting expertise, John is a driving force in the evolution of AI and emerging technologies. Currently the Senior Director of Emerging Technologies for FreeClimb, he brings a rare blend of strategic vision and hands-on innovation.
A published author of five books and a regular contributor to CIO Insight, CFO Online, and HBR Online, John has shaped thought leadership at the intersection of AI, technology, and business. He is recognized among the Computerworld 100 Leaders in IT, holds 15 patents and is a life senior member of IEEE, with memberships in ACM and CSCMP.
Past roles span CTO positions at Capgemini and TransUnion, Head of Innovation and Strategy at Ernst & Young LLP, and global leadership at AXIS Capital Holdings. He has served on advisory boards for Rand Technology, MTEN, and Morningstar, Inc., continually pushing the boundaries of technological impact.
Day 2 | Thursday, March 13
11:35 AM Your AI Might be Helpful But It’s Not That Intelligent (Yet)
AI in the contact center: More containment or more confusion?
Simply deploying the latest AI tools isn’t enough. Many contact centers stop at simple automation, missing the strategic depth and cost savings that AI can achieve when it’s used the right way. This MasterClass pulls back the curtain on what cutting-edge AI can really look like in action — and how to harness it for transformative results that reduce costs and improve containment.
We’re talking about AI that predicts a customer’s intent before they speak, identifies callers instantly through call characteristics or voice biometrics, and thwarts phone fraud in real time by risk-scoring every call. It’s about seamlessly blending self-service options with agent support, ensuring no interaction is wasted and every data point fuels smarter decisions.
Leave with practical steps on how to kick your AI out of auto-pilot mode, go beyond surface-level problems, and use your AI to drive actionable strategy
Check out the incredible speaker line-up to see who will be joining John.
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