Martin Lampman is the Director of Customer Support Operations at the British Columbia Lottery Corporation (BCLC). With over 30 years of leadership experience, including more than 20 years in Customer Experience across the financial, technology, communications, and gaming industries, he excels in driving transformation and delivering best-in-class results. His transformations have received accolades for his adoptions of new technology (AI) and creating high value teams. Having successfully managed multi-site operations across various geographies, Martin brings expertise in handling complex strategies in both public and private sectors. He holds a degree from the University of British Columbia's Sauder School of Business and Certifications from Oxford University.
As both customer expectations and costs to serve continue to rise, contact center leaders are increasingly exploring how tech solutions can help to bridge the gap.
Join Martin Lampman of British Columbia Lottery Corporation (BCLC) as he unpacks the team’s phased approach to integrating AI in the contact center. Learn how, with this approach, the team successfully cut handle and hold times while boosting customer satisfaction (CSAT) by nearly 10 points!
In this session, we will also examine how AI has freed agents to deliver memorable, personalized experiences. Join to get the inside scoop on BCLC’s AI journey and hear practical, real-world insights to level up your CX.
Attendees will learn: