Live Chat Software
January 2020
Nashville, TN

Michael DeJager


Principal Analyst & Head of Production
Customer Management Practice

Day Two - Workshop Day: Wednesday, 16th January 2019

Wednesday, January 16th, 2019


5:30 PM New Attendee Orientation

Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW team at the new attendee orientation and get to know other newbies, learn how to navigate the program and make the most of your CCW experience.

9:00 AM PROJECT ANALYSIS: The Journey of AI Implementation through Service Design

Samuel has worked with several transformative and rapidly-growing companies including Minted, Upwork, Checkr, and Lyft; these companies are committed that service is a differentiator and that support should be rare and seek to strike the balance between a self-service-forward help environment and effortless access to human agents. As our companies continue the trend of rapid growth, customer needs will require more delicate and personalized service ecosystems. In this project analysis, Samuel will share his story about: 
+ What is Service Design and its fundamentals? 
+ The role of Service Design in Customer Experience
+ Strategies and nuances of implementing AI to create a better service ecosystem

5:00 PM New Attendee Orientation

Are you new to Customer Contact Week? Not to worry! Join the CCW team at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.

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

Download The Latest Agenda