The contact center can be pivotal in maintaining customer centricity within a business. As contact center teams are often the largest in the organization, they can be expensive and under heavy scrutiny. Proving their strategic value is essential. Contact centers house vast amounts of customer data that provide critical insights into customer needs and expectations. When contact centers adopt a proactive approach, this data can be used across the enterprise to guide everything from product development to operations and UX strategy.

Contact center leaders must take an active role in breaking down internal silos and ensuring that customer feedback and contact center data are acted upon throughout the organization. Encouraging contact center leaders to become generalists, spending time in different departments, helps them understand priorities across the company and how their data and insights can solve pain points and enhance customer centricity. Investing in data and analytics to be predictive, guiding tech investments, and creatively implementing AI to assist agents rather than replace them, can further elevate the contact center’s role.

In this session, Advisory Board members Joshua Tye, Senior CX Operations Lead at Cash App, and Vinay Parmar, Founder of Dhruva Star, sit down with CX Network’s editor-in-chief, Melanie Mingas, to discuss how contact center leaders can drive a customer-centric strategy across the enterprise and transform the contact center from a cost center into a profit center.

Attendees will learn:

• Leveraging customer data across the enterprise: Learn how to use contact center data to guide customer centric business strategy, ensuring customer feedback drives business decisions.
• Becoming effective generalists: Discover methods for contact center leaders to understand and address priorities across different departments, breaking down silos and fostering a customer-centric culture.
• Innovative AI implementation: Understand how to creatively implement AI to support and train agents, improving the agent experience and reducing burnout while enhancing overall service efficiency.

Joshua Tye

Senior CX Operations Leader
Cash App

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Vinay Parmar

Founder
Dhruva Star

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Melanie Mingas

Editor-in-chief
CX Network

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Come along with Talkdesk and World Vision Canada on a journey beyond the IVR. Find out how generative AI can understand your customers’ needs and determine the best course of action to quickly and accurately resolve their problems. Whether it's voice or digital, AI can simplify the IVR decision tree and autonomously route inquiries to the most suitable resource—be it an automated response, self-service option, or live agent.

• Discover why administrators will no longer have to tediously configure IVR flows or develop AI conversations.
• Learn how you can improve key performance metrics such as call abandonment, first contact resolution, customer satisfaction, and more. 
• World Vision Canada will share real-world learnings from supercharging their routing with generative AI using Talkdesk Navigator.

Sponsored by: Talkdesk

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Bob Benner

Sr. Director of AI Strategic Sales
Talkdesk

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Connie Nasho

Manager, Workforce Support
World Vision Canada

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Trionne Phillips

Director, Operational Excellence
World Vision Canada

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As budgets tighten and best in class companies maneuver around operational efficiencies while ensuring the best experience for their customers, AI rises to the surface as the de facto mechanism to provide automation, assistance, and analysis. These powerful solutions can be utilized in myriad ways to delight customers throughout their customer journey, empower the employees who support them, and provide valuable, actionable insights to business leaders for informed decision making. 

Join Mike Egli, CX Client Principle for Contact Centers and Jim Payne, Senior Manager, Product Marketing at RingCentral, as they discuss how AI can supercharge contact center operations, data and analytics and employee experience while cutting costs and increasing productivity.

Attendees to this session will learn:

• Scalability through automation: Understand how AI-driven automation can handle repetitive tasks, allowing contact centers to scale operations efficiently without compromising on service quality.
• Enhanced employee assistance: Discover how AI tools can assist employees by providing real-time information and support, enabling them to focus on more complex and value-added tasks.
• Actionable business insights: Learn how AI can analyze vast amounts of data to uncover actionable insights, helping business leaders make informed decisions and optimize contact center performance.

Mike Egli

CX Client Principal - Contact Center
RingCentral

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Jim Payne

Senior Product Marketing, Product Management
RingCentral

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In a world where customer expectations are constantly shifting, VOC research illuminates opportunities to delight customers and stand out from competitors. Processing and actioning this data can be a challenge and this is where AI comes to the fore.

Through an engaging blend of cutting-edge research, industry best practices, and illuminating case studies, our speakers will guide you on a journey to not only meet but exceed customer expectations. Join us for an immersive experience as we unveil the transformative power of AI in predicting customer behaviors, delivering unparalleled personalization, enhancing agent interactions, and optimizing overall operational efficiency.

Attendees will learn:

• Navigate customer service outcomes: Discover how AI can be harnessed to proactively manage customer service outcomes and discern key drivers behind customer interactions.
• Master the art of customer sentiment analysis: Elevate your customer experience by unraveling the nuances of customer sentiment and feedback through advanced AI-driven analytics.
• Revolutionize processes through automation: Identify opportunities for process transformation and automation, unlocking new avenues for efficiency that streamline operations and amplify customer satisfaction.
• Measure the impact of personalization: Gain insights into measuring the impact of personalized experiences on Customer Satisfaction scores (CSAT), enabling you to fine-tune your strategies and create lasting impressions. 

Sponsored by: Sprinklr

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Aurélien Caye

Lead Solution Specialist
Sprinklr

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Conversational AI has enormous potential in contact centers to improve service efficiency, reduce costs, and free up agents for more value-added tasks. Customers benefit from 24/7 support through enhanced self-service capabilities. According to CX Network's Global State of CX 2024 report, 42 percent of CX professionals prioritize investing in automation for CX and service.

As the technology rapidly advances, contact center professionals are often learning by doing and must take extra caution to avoid mistakes. The busy vendor market offering various conversational AI solutions can make choosing the best partner challenging.

Shell's B2C business handles 1.5 million support tickets per year, with many of these tickets coming in outside of regular business hours. When the oil and gas giant decided to implement conversational AI, the goal was to improve customer and employee satisfaction (CSAT and ESAT) while reducing service costs. The AI solution now efficiently handles out-of-hours requests, ensuring customers receive faster responses anytime, anywhere, and allowing employees to focus on more complex tasks.

Pierluigi Bosco, Global B2C CX Lead at Shell will join us to explain how Shell chose its vendor and ensured successful implementation.

Attendees to this session will learn:

• Why Shell implemented conversational AI: Discover the key opportunities for conversational AI in the contact center and learn about Shell's successes so far.
• Challenges in implementation: Gain insights into securing stakeholder buy-in, managing expectations, and navigating the learning curve.
• Choosing the right partner: Learn strategies for selecting the most advantageous conversational AI solution for your contact center.

Pierluigi Bosco

Global B2C CX Lead - Customer Operations
Shell

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Contact centers hold a wealth of customer data, and frontline contact center workers are often best placed to understand customer needs. Contact center data can illuminate areas for service improvement and drive actions to increase customer satisfaction. However, ensuring that insights from the contact center are acted upon throughout the organization can be challenging.

At London Borough of Barking and Dagenham, the customer service team is pioneering change. With AI-powered speech analytics tools, the department gains visibility into customer needs from over 300,000 annual customer calls, particularly from those less likely to respond to traditional voice of the customer (VoC) initiatives. As part of a proactive outreach approach, these insights are used to route customers to the appropriate departments and enhance quality monitoring.

Sabina Onwuka, Head of Customer Services at Barking and Dagenham, will share how the three contact centers she manages drive innovation and ensure departments act on insights gained. Her session will provide practical strategies for making the contact center a catalyst for organizational change and maintaining a closed loop of customer service.

Attendees will learn:

• Using speech analytics tools: Learn how AI-powered speech analytics can provide deep insights into customer needs and preferences, particularly from less vocal customers.
• Ensuring inclusive listening: Discover methods to ensure that feedback from all customers, including those less likely to speak up, is captured and addressed.
• Driving organizational change: Understand how to make the contact center a force for change by ensuring a closed-loop system where insights lead to actionable improvements across departments.

Sabina Onwuka

Head of Customer Services
London Borough of Barking & Dagenham

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