Last week, a crew of Crestans descended onto Las Vegas for this year’s Customer Contact Week (CCW) event. We hit the ground running, and had an action-packed week with a booth on the floor, customer sessions, so many great conversations, and a fantastic night at The Sphere.
On Wednesday, we hosted two of our customers, United Airlines and Mutual of Omaha, in our booth to share more about how they’ve implemented Cresta’s end-to-end generative AI platform into their contact centers and the results they’ve seen.
First up was Laif Wheeler, VP of Customer Acquisition at Mutual of Omaha, talking with our Head of Product Marketing, Devon Mychal, about how they drive revenue through Cresta. Laif talked Devon and our audience through how, prior to Cresta, Mutual of Omaha was preparing for peak season while simultaneously dealing with high broker turnover. They were looking for ways to drive more sales and to transform their approach to quality management (QM).
They shared the key results they saw after implementing Cresta, including a 5-point increase in conversions, achieving automated QM processes with screen recording for 50% of the team, and 100% visibility into their conversations, enabling real-time coaching and agent improvement.
Next, we were joined by United Airlines’ Asif Majeed, Senior Manager of Global Contact Centers and Unise Rosner, Senior Manager of Digital Performance & Analytics. To a packed booth, they shared how United Airlines is streamlining workflows and empowering their agents with real-time generative AI.
They shared some of the results they’ve seen already, including a 15% reduction in AHT, 15% reduction in agent response time, higher engagement and employee satisfaction (ESAT) among agents, and the ability to deliver much more targeted offers to customers in real time.
Throughout the bustling exhibit hall, we hosted many, many demos and had energizing conversations with great people about how the contact center is changing – and the critical role that generative AI is playing. We also hosted our very first Destination Innovation Sweepstakes, where attendees entered to win a three-night trip for two to the destination of their choice.
And we’re thrilled to announce our winner: Raymond Reilly! Congratulations – we can’t wait to see where you go.
We managed to squeeze in some fun with a trip to The Sphere. Check out some of our pictures from the event below – and if you aren’t already, catch up with us on LinkedIn and X!
Were you at CCW this year? We’d love to connect with you now – please request your own live demo if we missed you!
