Customer Contact East: A Frost & Sullivan Executive MindXchange

Apr. 23-26, 2023

Marriott Harbor Beach Resort and Spa

Fort Lauderdale, FL

You'll hear from:

Phil Gray

Phil Gray

Chief Product Officer
Phil leads innovation initiatives at Interactions, collaborating with customers and partners to create and operationalize disruptive technology inventions that transform customer experience. He has extensive experience with Conversational AI and customer experience technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company. He also held leadership roles at Nuance and Eloyalty.

Ryan Smith

Sr. Director, Customer Care Strategy & Operations, GoDaddy
Ryan is an experienced leader in contact center operations with a specialization in contact strategy applications using heuristics and machine learning. His unique background bridges gaps commonly found between product, technology, and customer care teams. He has a passion for driving financial optimization through vision, innovation, analysis, and strategic design collaboration.

Will Generative AI reimagine the future of contact centers, AX, and CX?

Generative AI (GAI) has recently captured our imagination with its ability to generate human-like responses to questions in almost any subject. A plethora of innovative GAI-assisted applications including those for contact centers, intelligent virtual assistants (IVA) for self-service automation, agent assist, agent experience (AX) and customer experience (CX) are emerging. Come brainstorm with us; share and learn from each other’s experiences/plans in GAI before one may fall behind. We will discuss practical considerations of taking such GAI-driven solutions to production in an enterprise setup and the measurable business outcomes (such as labor optimization, AHT, FCR, and CSAT) it can greatly drive.

Key takeaways:

  1. Challenges we face today in contact centers, AX, and CX that can potentially be solved by GAI assisted applications and use-cases.
  2. Striking a balance between human intuition/interaction/judgment and potential uses of GAI to deliver some of the most delightful and lasting CX.
  3. Preparing your workforce to monitor, QA, triage and support the future relationships your customers will have with both guides and machines.

Want to learn more? Let’s talk.