Generative AI is no longer a novelty for users - the newness is starting to wear off. So, has it lived up to the hype? Are CX leaders actually using it? Do customers want to use it?

Understanding whether or not a technology is worth the hype or not likely depends on the needs of your organization. In this session the CCW Digital Analyst team will share insights from their latest Market Study on the State of Generative AI. With real feedback from industry leaders, this report shares how organizations are using gen AI, where they see it adding value and what their plan is for implementation and long-term success.

Join CCW Digital Analysts Brian Cantor and Brooke lynch as they unpack:

• New research on generative AI in the contact center
• Insight on how to seamlessly integrate it into your tech stack
• 3 key areas that generative AI will support

Brian Cantor

Principal Analyst, CCW Digital Director
Customer Management Practice

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Brooke Lynch

Senior Analyst & Staff Writer
Customer Management Practice

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While GenAI holds a lot of potential, many service leaders are concerned about this technology living up to the hype. But achieving ROI doesn’t mean GenAI becomes your only service tool. When deployed properly, GenAI tools provide the one thing that customers have always wanted: fast, easy, accurate answers to the questions.

Join this session to learn:

• Why accuracy relies on tried and true technology
• How to reduce risks of GenAI in customer service
• Key lessons from companies already using GenAI

Sponsored by: Coveo

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Devin Poole

Senior Product Marketing Manager
Coveo

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The agent experience is in the midst of a transformation. With new technology like generative AI in place, organizations are now able to automate key responsibilities and shift contact center operations. As leaders lean into these capabilities, they have also taken the opportunity to rethink the agent experience and redefine the role. 

With as few as 7% of contact center leaders stating that AI will definitely lead to job loss, it is clear that the best AI solutions will empower agents, not replace them. As this comes to fruition, leaders must work to understand how the agent experience will shift, what skills will be needed and how organizations can support this transformation is critical to easing the transition.

This session will cover the next-generation agent experience in the age of generative AI. It will also unpack:

• How organizations can empower complex agent performance
• How clear communication can enhance connection across interactions
• Ways to improve the contact center environment to prompt positive change

Sponsored by: EPOS

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Jesper Kock

Vice President Research & Development
EPOS

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B2B and B2C customer service are far more similar than they appear. B2B support may require a separate set of standards, but the end goal is the same: a seamless end-to-end experience. From a customer service perspective, understanding and improving the B2B experience and pinpointing top pain points can avoid deeper issues and alleviate the stress it ultimately causes for the agent.

Jako Vanderlinde, Emerging Technology Strategist and eCommerce Leader, will discuss how tools like Generative AI can support a more consistent experience across the B2B experience and enhance customer journeys with more streamlined operations. 

He will also discuss:

• The importance of the omnichannel experience in the age of AI
• Insight on customer data and how it can help/hurt experiences
• How to leverage AI to navigate B2B standards and improve operations

Jako VanderLinde

eCommerce and Emerging Technology Strategy Leader
Formerly Home Depot, HD Supply

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In the age of AI, it is all about innovation. Every new model and shiny capability has CX leaders on their toes. Many leaders feel pressured to make decisions now, to implement and iterate, all while trying to decide if the technology will even work for them.

Your tech-footprint, however, is not just dependent on your ability to jump into new technology. It starts with a culture of innovation. CX leaders that feel confident in their technology decisions are working from a foundation of innovation. They have the tools, strategies and framework in place to embrace innovation and continuously improve. 

Join Anthony Porter, Technology Sourcing Expert as he shares insight for leaders looking to dive into new technology. He will discuss strategies for cutting through the noise, building sound technology policies and preparing for implementation.

He will also discuss:

• Examples of innovation gone right/wrong
• Frameworks for successful sourcing and implementation
• Insight on the future of innovation

Anthony Porter

COO, Solutions Sourcing Expert
Muzes.ai

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