Smart Contact Centers
To measure the success of the contact center and uncover the need for “smarter” technology, CCW Digital conducted a survey in September 2022. The inquiry collected data from leaders responsible for contact center, customer service, customer experience, operations, and marketing strategy in organizations of all sizes from most industries.Topics include:
- A sobering look at whether contact centers support personalized, omnichannel experiences
- Details on how contact center solutions are actually hurting agent performance and happiness
- Missed opportunities to transform the contact center with AI
- Insight into how leaders can evolve to better support today’s customers and agents
- Top priorities when rethinking your contact center platform
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The AI Changemakers: Leading Complex Enterprise Transformations
Hear how Sri Narasimhan, VP of Enterprise Customer Experience & Insights at CVS Health, is driving real change careful planning, detailed execution, and buy-in from stakeholders.
Opening Keynote: AI and the Future of the Customer Experience
Changing technology and customer needs are reshaping the contact center more rapidly than ever before, and businesses that don’t ride the wave risk being flattened by it. In the opening keynote, Ping Wu, CEO of Cresta, will share what the coming years will look like as the customer experience fundamentally transforms. Join us for a look into the future as we unveil new advancements from Cresta to power your success now and for years to come.
Turning Enterprise AI into Measurable ROI
MIT reports that 95% of enterprise AI pilots fail. What sets the 5% apart? Join Bob Victor, SVP of Consumer Solutions at Comcast Business, Edmond Mackey, Chief Strategy Officer at Aptive, and Robin Gareiss, CEO of Metrigy Research, for a discussion on how to identify high-value opportunities, build compelling business cases, and deliver ROI from AI transformation initiatives.