With AI at the center of CX, customers are now becoming AI-First. They expect personalized support, meaningful interactions and seamless experiences. To deliver on this, companies must ensure they have the right strategy in place to support this path forward.

This session will unpack the AI-First customer experience, what it will look like and how companies can achieve it. Bobby Stapleton, Director of Customer Support at Intercom will share insight on how organizations can empower their CX teams to adopt the AI-First experience and share solutions for not just meeting, but exceeding expectations in 2024.

Join us to learn more about:

• Why being AI-First is critical in today’s CX world
• How AI is transforming experiences from the agent to the customer
• Strategies for beginning the implementation journey

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When it comes to viral social media moments, Glossier is at the top of its game as a cult-favorite among beauty and skincare fanatics. While product quality is one key component of securing brand superfans, the brand has a secret ingredient that every other organization wishes they could: customer service that consumers actually want. 

Cati Brunell Brutman, head of CX for the brand, joins CCW Digital to share her insights on how her CX team is so beloved by customers that clients request them by name, putting them at a level reserved for die-hard product preferences.

And as she looks towards the future for her team, she sees Gen AI as a critical tool for creating opportunities for agents to not only excel professionally, but see satisfaction personally within their roles. Automation is poised to take the stress of high-stake interactions off of agents' minds and create bandwidth for the interpersonal interactions that make CX so emotionally satisfying. 

In this session attendees will:

• Receive actionable takeaways on how contact centers can prioritize agent engagement and increase workplace satisfaction by deploying Gen AI
• Gain valuable insight on how technology, workflows and customer interaction impact employee wellbeing and health
• Learn how to community-build around the agent as a brand advocate, and where digital CX fits into that scope 

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Change shouldn’t happen overnight - in order to successfully leverage any technology, leaders must consider the necessary steps to seamlessly integrate it into their tech stack. Pinpointing pitfalls and understanding challenges that must be overcome, is an essential part of the Gen AI journey.

While it is not a cure all, generative AI offers exciting benefits that will transform the agent experience and enhance interactions across the board. Reaping these benefits, however, requires a deep understanding of the technology and a consistent effort to iterate and improve. 

Colin Crowley, VP of Customer Support at the Maven Clinic, will unpack insight into how leaders can best prepare for implementation and give step-by guidance for mastering your generative AI implementation journey.

Join us to learn more about:

• How to leverage generative AI for QA and analysis
• Why it can be difficult to understand the ROI of new tools
• Ways to properly prepare for your investment

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When we think of generative AI, we often think of it as a tool that can enhance chatbots, share curated insight and summarize customer conversations. However, its potential goes far beyond the contact center. 

In the healthcare setting, generative AI can empower physicians, connect the patient journey and transform the future of care. Getting to this point will take adequate strategy, preparation and deliberate implementation. Understanding key pain points that must be addressed and leveraging proper governance is critical to ensuring new technology is not only effective but working to improve patient outcomes.

In this session, Mike Mosquito, Emerging Technology and Innovation Executive at Northeast Georgia Health System, will share his experience leading transformation in the healthcare space. 

Join this session to learn more about:

• How generative AI is being used in healthcare systems today
• Why leaders must prepare for tech implementation
• What protocols are necessary to see long-term success

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Generative AI prompted a new wave of innovation in the CX space. With greater automation capabilities and a conversational framework, the technology has excited users for the next-generation of experiences.

But, preparing for implementation and understanding the implications of this technology still remains daunting for many. Devlin O’Neill, CX Technology Leader who has held positions at Lululemon, Etsy and Chime, joins this session to share his insights on managing vendor relationships, collaborating with CX leaders and implementing technology that aligns with the needs of your frontline.

This session will also unpack:

• Where leaders should focus their efforts with new tech
• How to measure success with implementation
• Why organizations need to prioritize tech for the EX

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