CCW Nashville Presents:
Online Event
Modernizing Service Experiences With AI & Digital
Matt McGinnis
VP of Product Marketing Five9
Matt McGinnis is the VP of Product, Industry, and Solutions Marketing for Five9. Prior to Five9, Matt served as Founder & CEO of illumy, a Silicon Valley based startup company focused on messaging and communication services. Prior to that, Matt served as head of Product Marketing at companies such as 8x8, RingCentral, and Nuance where he drove the company’s cloud communications, contact center, collaboration, and team messaging products into small business, enterprise, and global markets. Matt holds an MBA from the UC Berkeley Haas School of Business as well as a B.Sc. in Finance and Marketing from the University of Oregon. When he’s not working, you can often find him in the mountains skiing, mountain biking, backpacking, and learning how to be a better steward of our beautiful Sierra forests. He lives in San Ramon, CA with his wife Colleen, his two daughters Katelyn and Haley, and their golden retriever Tucker.
Day 2: Tuesday, September 12th
12:00 PM How AI and Digital are Transforming the Contact Center of the Future
Contact centers are experiencing a tremendous amount of innovation with the advent of new AI capabilities and digital engagement channels. The combination of these technologies is expanding how customers can interact with leading brands and is helping to make the job of the contact center agent easier and more productive.
During this fireside chat, you’ll hear from two contact center experts that discuss the growing importance of AI and how these technologies will span across all modes of communications including voice, email, SMS, messaging, and more.
In this session you will:
· Learn the latest AI features and capabilities
· Understand how AI can be implemented to improve productivity and efficiency
· Discuss how expanded digital channels is expanding customer loyalty and satisfaction
· Come away with ideas for how you can apply AI and digital best practices within your own contact center
