Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.
Fabrice Della Mea joined Dialpad in 2021 as Senior Director Product Management Contact Center. Prior to Dialpad, Fabrice held previous roles at RingCentral, LiveVox (now part of Nice) Cisco and Genesys where he focused on product management of Contact Center and Unified Communications. In his current role, Fabrice is committed to the intersection of AI and agent performance as Dialpad builds the contact centers of the future.
Tuesday, September 9th
3:10 PM Modernizing Service Experiences with a Human Approach
Organizations are leaning into AI to transform experiences, enhance interactions and exceed expectations. As we look ahead, more and more organizations will begin the path to modernizing experiences. But are we ready for it?
According to CCW Digital research, 50% of leaders say that their AI journey is progressing slower than expected. Additionally 71% of leaders stated that AI has not yet absorbed enough simple tasks to change their agent workflow.
To mitigate this challenge, organizations must build a path for agents + AI. By implementing AI with a human centered approach and prioritizing human needs, brands will streamline processes and truly empower agents.
This session will cover:
- Solutions that align with the Agent + AI approach
- Strategies for establishing a human centered contact center
- Predictions for modernizing service experiences
