June 24 - 28, 2019
The Mirage, Las Vegas

Shaun Smith


VP, Global Operations
IBM Cloud Platform


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 Shaun.

Download The Latest Agenda