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