Redefine what's possible: The AI-powered future of customer service

Customer expectations are skyrocketing, with Metrigy research finding that customers will tolerate, at most, three bad interactions before leaving a brand behind. This, paired with intensification of operational pressures, has meant that traditional approaches to customer service aren’t holding up. When organizations rely on disconnected systems, siloed data and generic AI they complicate their customer service, giving customers more reasons to leave their brand behind.

Join this data-driven session to supercharge your strategy and shift from reactive to proactive service delivery with AI-powered automation.

Learn how leading organizations such as Sony and Carnival UK are integrating front and back-office functions, which link interactions with workflow automation, agent augmentation and interaction orchestration on a single AI platform. Learn how a unified approach – from customer intent to fulfillment and interactions to workflows – creates seamless, end-to-end experiences while driving operational efficiency.

Attendees will learn

• How challenges with today’s siloed service operations affect customer experiences – disconnected systems that do not address end-to-end issue resolution, data scattered across organizations that requires customers to repeat and re-enter information, and generic AI tools that do not address customer service needs
• Which trends are driving the need for integrated, AI-powered customer service, including why making CX a priority across all departments elevates brand and stock value, and why the gap between CX leaders and laggards will continue to grow in 2025
• How to evolve from reactive to proactive service delivery
• Why a unified AI platform for customer service automation connects every touchpoint to improve experiences and reduce costs by optimizing workflows and augmenting agents
  

Speaker

Michele Carson
Director of Product Marketing
NICE

Michele partners with organizations to unlock the potential of AI technology in creating authentic, personalized customer connections. Her deep understanding of transformative AI solutions helps businesses scale meaningful experiences across every touchpoint. As Director of Product Marketing at NICE, she helps business leaders harness the power of CXone Mpower's AI-driven platform to turn every interaction into an opportunity for deeper customer connection and business growth. Michele brings nearly two decades of experience in advanced analytics and AI technologies, spanning product development, change management consulting, and agent coaching. Her hands-on experience in contact centers has shown her how AI-enhanced conversations can simultaneously elevate customer satisfaction, agent engagement, and operational efficiency. Beyond the office, Michele finds joy in spending time with her family of six, hitting the ski slopes, and practicing yoga.

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