Welcome to the AI Maturity Blueprint webinar series, where expert speakers explore the four essential pillars of AI adoption in contact centers: People, Process, Technology, and ELT Buy-In. In this series, you’ll learn how to build a next-generation contact center where AI and human agents seamlessly collaborate to deliver exceptional results.
Episode #1 focuses on one of the most critical elements of AI maturity—The Role of People. While AI technology is undoubtedly transforming contact centers, it’s the culture surrounding AI integration that truly drives success. In this episode, we’ll dive into how fostering an AI-ready culture can elevate both your agents’ performance and your overall business outcomes.
AI is most successful when it complements human expertise, and companies that embrace AI as an enabler—not a disruptor—are the ones leading the charge. These organizations see increased agent engagement, smoother operations, and stronger leadership. Join Theresa Piasta, Director of Customer Strategy at Cresta, and Nate Brown, Head of CX Advisory at MetricSherpa, as they share actionable insights on how to build AI buy-in, reskill your teams, and empower your workforce for an AI-driven future.
What You’ll Gain:
If you’re ready to harness AI’s potential and make it work for your teams, this episode is for you.
See how Cresta customers use AI-driven workflows to help agents navigate a conversation with confidence, ensuring every compliance requirement when a Medicare-eligible member calls to explore plan options.
See how Cresta customers use AI-driven workflows to help agents address an immediate concern, anticipate a customer's needs and proactively elevate a customer's experience when a flight is delayed.
Join Cassie Kozyrkov, Google’s former Chief Decision Scientist, and Cresta for a candid conversation on what it takes to build AI that’s trusted, helpful, and enterprise-ready.