Future-Proof your CX with Agentic AI: Autonomous, Intelligent, Immediate
March 25 - 26, 2025
| Free CX Network Webinar Series
Rahim is an Account Executive at Talkdesk, specializing in Cloud Contact Centre solutions. With over 20 years of experience across the technology, telecom, travel, HR, and retail industries, he has built a reputation for driving growth and delivering exceptional customer outcomes. At Talkdesk, Rahim has been instrumental in expanding the company’s presence in Canada. He uses his industry expertise and deep understanding of customer needs to drive the adoption of AI-powered contact centre innovations. His ability to navigate complex challenges allows him to deliver tailored, impactful solutions that create long-term value. Passionate about building strong connections, Rahim excels at fostering lasting partnerships that drive business transformation. As a result, he was honoured with the prestigious Top Account Executive of the Year award from Talkdesk for 2024. Rahim holds a dual degree in Marketing & International Business from Simon Fraser University. An avid traveler, Rahim has explored over 34 countries. He enjoys biking, golfing, scuba diving, and embracing new adventures—both in business and in life.
Day Two
11:00 AM How BCLC cut handle times and boosted CSAT with AI
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:
- Phased AI implementation for contact centers: Discover how BCLC strategically integrated AI to optimize efficiency while ensuring a smooth transition for agents and customers.
- Reducing handle & hold times without sacrificing quality: Learn how AI-powered automation and intelligent routing helped BCLC streamline operations while maintaining a high standard of service.
- Enhancing CSAT through AI-driven personalization: Explore how AI empowers agents to focus on high-value interactions, creating more personalized and engaging customer experiences.
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