Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.
Brooke Lynch is the Divisional Director for CCW Digital. With a background in television news and production, she's worked across industries covering B2B marketing, procurement, and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a recent focus on e-commerce, retail, and technology. Brooke studied journalism at the University of Wisconsin-Madison and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.
Agenda Day 1
12:00 PM Analyst Chat: New Findings on the Modern Service Experience
Self-service is no longer simply about deflecting contacts, it is becoming the foundation of the customer service experience. AI is fundamentally changing what customers can expect from it.
New CCW Digital research reveals that organizations expect the share of customers beginning in self-service will rise to 77% by 2030, while the share of those interactions fully resolved through self-service is expected to increase to 74%.
At the same time, 71% of organizations believe that more than half of the inquiries currently handled by humans could already be resolved through self-service given the right capabilities.
So what is holding that potential back, and what will it take to unlock it?
In this analyst chat, Brian Cantor, Managing Director of CMP Channels and Brooke Lynch, Lead Analyst and Divisional Director of CCW Digital, explore how AI is moving self-service beyond basic automation toward a more intelligent model of customer engagement.
They will also discuss:
- How the business case for AI is evolving
- The foundations that make intelligent service possible
- A deeper look at what the modernized experience actually looks like
