Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.
Chris Karp leads Growth at Afiniti, overseeing Client Services, New Business, Marketing, and Commercial Strategy. He previously led customer service operations at Chewy as Chief Customer Officer. At Afiniti, he is focused on ensuring AI investment translates into measurable client outcomes.
Agenda Day 1
4:05 PM Beyond Containment: Where CX and Efficiency Finally Meet
Every contact center is chasing the same metrics, while the ground underneath those metrics is shifting. Customers don't care how many systems sit behind an interaction; they care whether their problem actually gets solved.
In this fireside chat, Chris Karp, Chief Growth Officer at Afiniti, argues that the next era of CX won't be won by ripping out what's already in place, but by making the systems organizations already have work together toward the same outcome. Karp will make the case for why containment and resolution aren't the same thing, and why traditional metrics like AHT and CSAT are about to get reprioritized. He'll also unpack what outcome orchestration means for the future role of the frontline agent.
