Businesses have long chased a seemingly impossible goal: simultaneously improving customer satisfaction while improving the bottom-line. Now, through the convergence of AI-powered workflows, orchestration of AI and human agents, and knowledge optimization, this goal is finally achievable. When these three elements work in harmony, businesses can dramatically accelerate issue resolution while automating complex processes that once required extensive manual effort. What the C-suite has always wanted – remarkable customer experiences at a lower operational cost – isn’t just possible, it’s happening today. Are you ready to redefine possible?

Tailored for Contact Center AI decision makers or AI strategists, this valuable presentation will guide you through the essential steps of developing and implementing a comprehensive AI strategy that aligns with your organization’s objectives & customers’ expectations. Learn from an industry expert as they share best practices, tools, and methodologies to harness the power of AI effectively for both your customers & employees. Based on recent client engagements & avoiding common AI transformation mistakes. Walk away with clear, actionable framework that will drive innovation and a proven path of success for your technology decisions & results. Whether you’re just getting started, or looking for the next phase of improvements for your customers or employees, this session will set the strategic tone for the remainder of your conference and time on the ICMI expo floor.

Embark on a transformative journey as we delve into the dynamic fusion of courageous cultures and continuous improvement within the contact center domain. In this captivating session, uncover the keys to nurturing an environment of bravery and innovation that propels your contact center towards unparalleled success. Explore actionable strategies to cultivate a culture of courage, empowering your team to voice their ideas, embrace change, and take calculated risks. Through compelling real-world examples and impactful success stories, witness the profound influence of instilling courage within the contact center landscape. Join us for an interactive dialogue, engaging activities, and a fresh perspective on how courage and continuous improvement can revolutionize your contact center’s performance. Seize the opportunity to embrace a future of excellence—this transformative experience awaits you!

Discover how Mayo Clinic tackled the challenges of siloed contact centers across its enterprise, enhancing collaboration, streamlining workflows, and unifying customer support. This session explores the journey from disjointed systems to the creation of the Innovation Contact Center pilot, which processed 10% of digital volume and identified barriers to convergence. Learn how the ongoing Contact Center as a Solution project leverages cutting-edge technology, cross-functional governance, and an adoption dashboard to promote seamless integration, improve customer journeys, and ensure successful implementation across the organization.

Detailed analysis of tools and methodologies I’ve created over the past 7 years in addressing call volume that would give Tarantino nightmares!

Response formulation – develop clear believable responses to hard issues like value, price and smaller packages. Service system measurement and evaluation – analysis must be by type of issue Opportunities for creating delight – Intentionally program enthusiasm, empathy, education, and intelligent cross-selling into both human CSR and digital response processes to achieve upwards of 30% delight. Interpreting and integrating complaint data into Voice of the Customer reports- educate executives that for each complaint received, there are between 16 and 25 other customers with similar problems. Terri Dement, Director of Consumer Services at Purina, will share how Purina has used complaint data for the Voice of the Customer and implemented strategies for creating pet owner delight. She will share her thoughts on how AI may be able to enhance response for both telephone and digital channels.

Agents become super-agents. When we shift to a mindset of AI as Augmented Intelligence rather than Artificial, suddenly we can do more with the same or smaller workforce. Our English-speaking agents can do multilingual support. They can summarize case notes quickly. They can surface customer insights to product teams. And as subject matter experts, they can become the chatbots’ trainers and managers. In this talk I’ll share how we maintained email and chat response times with 10% less staffing, downsized our outsourced team by harnessing GPT and DeepL for multilingual support, used AI to surface customer pain points to product teams, and employed existing agents to improve chatbot resolution rates so their colleagues had time to deepen relationships with target customers instead of just reacting to support queries.