AI has proven to be an exciting, yet enigmatic, new frontier for contact center technologies. In conversations about AI’s potential for optimizing contact centers, there is often one dimension missing: change management. As much as we like to believe implementations are instantaneous and periods of organizational change are short-lived, the deference of transitory periods may be exactly what draws them out and complicates things.

As a certified expert in Change Management in the customer experience space, Peter Axelson is enthusiastic about the importance of transformation programs and protocols when implementing new tools. Drawing from his experience as the Global Head of Transformation, Customer Experience at Nokia, Peter offers a uniquely balanced perspective by considering both the technical and soft sides of AI implementation. 

Topics include:

• How AI deployments impact company culture and processes
• Proactive steps to ready your organization for AI
• Key learnings on how to get employees on board and engaged in new tools