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January 28 - 31, 2020 | JW Marriott, Nashville

Kelley Kurtzman

VP, Global Consumer Sales & Service Centers Verizon

Day Four - Main Conference & Expo: Friday, January 31st, 2020

Friday, January 31st, 2020

8:50 AM TRANSFORMATION KEYNOTE: 4 Priorities to Create Effortless Experiences Through Holistic Digital Transformation

Reduce Effort. Go Digital. Leverage AI. Empower Agents.
These are four urgent priorities for today‚Äôs organizations. But when tackling these topics, many organizations do not think about the synergy between the four. They may seem like independent concepts, but combined, it culminates in the pursuit of a better customer experience. At Verizon, Kelley focuses on aligning these priorities by focusing on high frequency and low value moments, collaborating with agents to pilot new initiatives and isolate points of effort to streamline the experience with machine learning, robotics and AI.  

In this transformation keynote, join Kelley as she explores these concepts in detail:
+ View end-to-end customer journeys through the lens of the customer
+ Leverage machine learning, robotics and AI to inform employees of customer intent
+ How to collaborate with and engage employees through digital transformation
+Train employees with technical and problem solving capabilities to close skill gaps 

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

Download The Latest Agenda