Technology vs. humanity is the age-old debate. The more we innovate, the more we long for the days of human connection. Failed chatbot experiences and frustrating technology has made customers skeptical of the digital-first mindset. In fact, 69% of customers said that a ‘digital-only’ strategy is unacceptable. Customers still want access to a human to ensure their needs are met and their voices are heard.

The argument of technology vs. humanity, however, is not reflective of the future of the contact center. In reality, technology + humanity is the most productive path forward for organizations who want to innovate and improve.

Join CCW Digital Analysts Brian Cantor and Brooke Lynch as they share new research from the Technology vs. Humanity Market Study. They will break down predictions for the future, from the agent to the customer experience, and how technology will support the contact center moving forward.

They will also discuss:

• Frameworks for forming human-centered strategies
• The future of the agent experience
• Solutions that enhance operations and support agent performance

Brian Cantor

Principal Analyst & Director
CCW Digital

See Bio

Brooke Lynch

Senior Analyst & Staff Writer
CCW Digital

See Bio

At the height of innovation, customers are still expecting human-centered support. While self-service can certainly offer convenience, some customers want to speak with a human to ensure their voice is being heard.

Technology, however, does not need to stand in the way of achieving a human experience. It can, and should, act as a tool to enhance interactions and improve outcomes.

Amin Lalani, Manager of Airport Customer Service Tools and Technology, will share his experience navigating new technology at Delta Airlines. With an ever-present focus on the customer, Amin and his team are dedicated to delivering seamless experiences that are human-first. 

He will share frameworks for beginning transformation and leading with human-centered initiatives. He will also discuss:

• Customer education and engagement
• Emerging technology in the CX space
• Insights on optimizing collaboration and getting buy-in across the organization

Amin Lalani

Manager of Airport Customer Service Tools and Technology
Delta Airlines

See Bio

The customer journey is often unique; as customers embark on their own path they may need more streamlined support or comprehensive interactions. But,  defining what those moments look like and when to offer high-touch support is often a challenge.

Torrin Webb, CX Analyst at Nationwide Insurance will share his experience rethinking the customer journey in the age of AI. While self-service and automation are incredibly helpful tools, it is still critical to offer customers autonomy in how they engage with your brand.

By establishing key moments that are more consultative vs. transactional, Torrin and his team has been able to deliver a journey that feels intuitive to every customer.

Join this session to learn more about:

• Uncovering personalization opportunities throughout the customer journey
• How to keep customers in their channel of choice 
• Challenges to ‘over-automating’ the journey

Torrin Webb

Senior Customer Experience Analyst
Nationwide

See Bio

Data is king. With data, leaders can predict the future, understand their customer and better support their employees. Piecing together insights to get a full picture of what customers want and need out of experiences is essential in today’s experience-centric environment.

Karlee Hancock, Manager of Channel & Customer Insights at Tyson Foods, knows the value of data in predicting customer behavior and driving key trends. In this seminar session, she will be sharing her experience leading with data storytelling.

By finding a common thread, leveraging key insights and consolidating resources, leaders will be able to build a winning strategy and bolster trust. This session will also cover:

• How to tell a story through customer data
• Predicting customer behavior and unlocking key trends
• Training your team to secure actionable takeaways with data

Karlee Hancock

Manager of Channel & Customer Insights
Tyson Foods

See Bio