Seth Earley

Chief Executive Officer Earley Information Science
Seth Earley is CEO & Founder of Earley Information Science (EIS). He also serves as Editor, Data Analytics, for IT Professional Magazine from the IEEE.  His interests include Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. Seth has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance by making information more findable, usable and valuable through integrated enterprise architectures supporting analytics, e-commerce and customer experience applications.  For IT Professional he writes a regular column on data analytics and information access issues and trends. He is founder of the Boston Knowledge Management Forum, former adjunct professor at Northeastern University, where he taught graduate courses in Knowledge Management Infrastructure and E Business Strategy, and was Co-Chair of the Metadata Committee, NDIIPP Education and Outreach for the Academy of Motion Picture Arts and Sciences (AMPAS).  He has conducted workshops for senior leadership around aligning information management strategy with measurable business outcomes and developed information governance programs for clients in healthcare, technology, manufacturing, insurance, retail, pharmaceutical and financial services industries.

Mon | June 28, 2021

Monday, June 28th, 2021

3:30 PM Layer AI Into Your Existing Tech Ecosystem to Augment Agent Capacity

As AI and machine learning models improve, how can customer contact leaders integrate agents alongside these powerful tools to improve productivity and efficiency? In this workshop, we'll tackle;

• Strategically deploying AI to support agents.

• Blending agents with automation tools to improve the agent experience.

• Earning agent buy-in for AI initiatives

Wed | June 30, 2021

Wednesday, June 30th, 2021

9:00 AM Prerequisites for Effective & Meaningful Automation

Nearly all contact centers have attempted some form of automation. With hindsight, nearly the same number would approach the application of automation differently. This Big Ideas presentation will start at the beginning of the journey to equip you with best practices and prerequisites for preparing your contact center to tackle an automation project. Specifically we'll explore;

• How to establish a unified digital language and data standardization 

• Proper documentation of business process and organizational knowledge 

• Technology vendor selection 

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

Download The Latest Agenda