Sasha Chatani Lucas, VP, Omni Customer Experience at Verizon

Sasha Chatani Lucas

VP, Omni Customer Experience

Day Three - Main Conference And Expo: Wednesday, June 26, 2019

Wednesday, June 26th, 2019

11:25 AM How Verizon Fios Leverages Human Innovation, Apps, Bots, XR and Machine Learning

  • Overview of Verizon Fios advanced digital experiences
  • How to develop AI strategy through human innovation
  • Continuous technology innovation for competitive advantage

5:45 PM PANEL DISCUSSION: Optimize the Human Factor in Agent and Customer Engagement

Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:

  • Why digital tools, such as AI, can foster greater empathy and human connection
  • What skills and attributes are important for the productive super-agent
  • How workflow connected teams and automated processes enhance the agent experience

Check out the incredible speaker line-up to see who will be joining Sasha.

Download The Latest Agenda