CCW Nashville Presents:
Online Event
Modernizing Service Experiences With AI & Digital
Day 1: Monday, September 11
12:00 pm - 12:30 pm
The Analyst Review: Uncovering Top AI Priorities for CX Leaders in 2023
Brian Cantor -
Principal Analyst, CCW Digital Director,
CCW Digital
Brooke Lynch - Divisional Director & Principal Analyst, CCW Digital
AI has taken the forefront this past year – as new tools like ChatGPT and generative AI entered the scene, companies quickly recognized their potential for driving change and building exceptional digital experiences. However, with new technology comes new responsibilities, and CX executives recognize that AI transformation will require plenty of work this time around.
By leading with comprehensive strategy and implementing guardrails to ensure long term success, companies will enter their next digital transformation with confidence. And with guidance from industry research and continuous feedback from customers, companies can effectively execute AI initiatives to build better experiences for everyone.
Kicking off the ‘Modernizing Service Experiences with AI and Digital’ seminar series, Analysts Brian Cantor and Brooke Lynch will unpack key findings from their latest Market Study and highlight the top AI priorities for 2023 and beyond.
Join the CCW Digital team as they review the latest research on how to modernize experiences and implement AI most effectively.
This session will cover:
- Leading pain points across the implementation journey
- Tips for achieving buy in across the organization
- Key priorities for CX leaders in achieving AI transformation
12:30 pm - 1:00 pm
Maximize Contact Center Efficiency: Empower Peak Performance With AI-powered Assistance
Devon Mychal -
Senior Director of Product Marketing,
Talkdesk
Ken Cohen - SVP Sales & Business Development, JK Moving
Paul O'Dwyer - AI Strategic Sales Specialist, Talkdesk
Modernizing productivity and empowering agents with advanced tools and technologies is crucial for contact centers to meet customer expectations, reduce costs, ensure scalability, and increase overall efficiency.
In this session, we explore the tools that drive these outcomes and hear from Talkdesk customer, Ken Cohen of JK Moving Services, on how they’ve implemented Talkdesk Agent Assist and Virtual Agent to help their agents resolve customer queries quickly and correctly.
Join this session to learn how JK Moving Services:
- Increased sales conversion rate by 26%
- Decreased AHT by 14%
- Increased hiring from non-industry specific hires by 33%
- Reduced the average training time by 25%
Sponsored by: Talkdesk
1:00 pm - 1:30 pm
Harnessing the Power of AI & Sophisticated MarTech to Reduce Costs and Increase Growth
Sav Khetan -
Head of Product Strategy,
Tealium
Generative AI isn’t just a new craze or a shiny toy; it’s set to bring about major macroeconomic effects — including adding $7 trillion to the global GDP and lifting productivity growth by 1.5%. In other words, it’s not going to fall out of popularity — it’s going to become an essential tool for companies across industries. Join this session as Sav Khetan, Tealiums Head of Product Strategy, showcases why gen AI it’s important, how it’s making a difference, and how business leaders should be considering it for their own organizations.
