Learn how Positec, the power tools and outdoor equipment manufacturer, transformed its remote customer support with an AI-enabled virtual assistant from Mavenoid. Positec's range of tools and equipment requires advanced product support for what are often complex product support requests. This complex product troubleshooting traditionally required phone agents. Now, with AI-enabled virtual assistants, companies like Positec have been able to automate this complex troubleshooting to realize efficiencies in their support org without compromising customer satisfaction, leading to increased resolution rates across the board.

In this session, you will learn:

• How a virtual assistant can be used to provide step-by-step troubleshooting for even the most complex product queries.
• How to quickly scale new remote support options to an entire product catalog.
• Why it's possible to increase the efficiency of any support organization with AI.

Sponsored by: Mavenoid

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Consumers are demanding new and better ways to interact with the brands they love. When they don’t receive the experiences they want, it’s never been easier to find better service elsewhere. This combined with the pressure faced by leaders to improve margins and profitability is why CX leaders are finding new ways to lower interaction costs with digital channels and AI. From intelligent virtual agents to real-time coaching to quality management and conversation intelligence, AI is transforming both customer experience, agent productivity, and operational efficiency in profound ways.

Join us for this virtual fireside chat as we discuss: 

• Building a consistent and effortless customer experiences across any channel 
• How to properly leverage AI to improve agent productivity and resolve customer inquiries faster
• Automate workforce engagement management in a next-generation cloud platform

Sponsored by: RingCentral

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The realm of customer experience (CX) is on the cusp of a major transformation, driven by the emergence of AI-powered wearable personal devices.

AI-powered wearable devices could facilitate a whole new channel on which customers can interact with brands, and the implications for CX and UX are huge. From real-time personalization in retail settings to streamlining payments and banking transactions, AI-powered wearables present a new opportunity to impress (or disappoint) customers. 

In this session, Jenée Jernigan, Founder of Designing Digital Futures, will explore the potential of these devices to reshape the way businesses interact with their customers. We'll delve into specific features and functionalities of these devices, analyzing how they leverage AI to personalize and enhance CX across various industries.

Join this session to learn more about:

• The unique features and functionalities of AI-powered wearable devices and what they could mean for CX and UX.
• How AI-powered wearables can eventually be integrated into user journeys.
• Potential challenges and ethical considerations to account for.

A future for CX with no hold times, no transfers, lightweight escalations, and fewer headaches is here. Join this session to learn not only how generative AI and generative agents can make this a reality today, but also how to build the solid foundation needed to do so.

The global contact center market is nearly 3 percent of the US workforce, yet the majority of customers (59 percent) avoid calling customer service as much as possible, and companies turn over most of their agents each year Thus far, technological advancements have been incremental and unable to alleviate the acute pain that the CX industry experiences. Until now.

During this session, Michael Lawder, former CX leader at Apple, Samsung, and EA, and current Chief Evangelist at ASAPP, will walk through the path businesses should take to ensure success with generative AI, while getting real business value along the way. He will also show attendees how companies like JetBlue are using generative voice and chat agents currently to drive increased customer satisfaction alongside dramatic business savings.

Attendees to this session will learn more about:

• What capabilities are foundational for success with generative AI
• How to more deeply understand why customers are contacting you, why that is important for generative AI and what business value you should target along your automation journey
• What voice and chat generative agents are currently capable of, and how they are being currently utilized
• Surfacing ideal use cases for automation, and identifying resources and partners needed to begin deploying automation candidates in A/B tests at pace, and then measuring performance vs humans

Sponsored by: ASAPP

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When people think of generative AI in CX, they often think of chatbots first. But that is merely scratching the surface of what generative AI can offer the customer experience. Many elements of the customer journey can be transformed by generative AI technology, from product design to online user experience (UX) to complaints and onboarding. To successfully implement these concepts, however, requires careful prioritization and extensive experimentation.

Joining us to explore this concept is Peter Gostev, Head of AI at Moonpig. In this session, we will delve into the diverse opportunities presented by generative AI and how the technology can potentially improve CX at all levels of the customer journey.

Delegates to this session will learn more about:

• Capabilities and applications of generative AI beyond chatbots.
• Strategies for prioritizing generative AI initiatives based on business impact and customer value.
• Roadmaps for experimentation and implementation.