In today’s digital environment, customers expect more from brands. Yet, so many brands are currently placing the burden of finding exceptional support on their customers. Many are creating their own journey, self-serving and leveraging every channel they can to build their ideal experience.

Modern brands, however, are prioritizing a seamless experience that alleviates this burden and gives customer agency in their experience. Leveraging technology to better understand your customer’s action and define an experience that feels intuitive and easy. At a time when customers can achieve anything with a simple click, it is the organization’s responsibility to piece together an effective journey that meets their needs at every touchpoint.

Era Ziroe, SVP of Client and Employee Experience at Keybank, is passionate about relieving customers of burden and facilitating seamless support. She will share insight on how her team is able to empower customers to resolve their issues without friction in the digital age.

She will also cover:

• Customer feedback and the importance of actionable insights
• Voice of the employee strategies and the EX
• Tips for navigating new technology and employee buy-in

Era Ziroe

SVP, Director of Client and Employee Experience
KeyBank

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The dawn of generative AI is driving a fundamental paradigm shift for businesses by rapidly expanding what's possible and accelerating enterprise adoption. In the contact center, generative AI can unlock the potential to automate complex customer use cases and significantly improve the quality of self-service conversations.

Join Amy Payne, VP of Global Customer Partners and Events at Talkdesk, and Tom Grosso, Executive Director, Service Desk at CAI to learn how they reduced the time spent on post-call documentation by more than 8 minutes using Talkdesk's generative AI-powered contact center.

Amy Payne

Global VP of Customer, Partner and Events Marketing
Talkdesk

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Tom Grosso

Executive Director, Service Desk
CAI

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The contact center is undergoing an evolution — today’s experiences need to be faster, better and more personalized. Customers expect perfection and many contact centers are not equipped to deliver this level of support.

Join Mike McIver, Call Centric Business and Product Category Manager at Jabra, as he discusses the evolution of the contact center. He will discuss how digital and AI advancements are changing the contact center, impacting the agent experience and reshaping metrics for success.

He will also discuss:

• The evolving role of the agent in the modern contact center
• Insight on the future of experiences
• How leaders can prepare for the CX evolution

Sponsored by: Jabra

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Mike McIver

Call Centric Business and Product Category Manager
Jabra

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In this session John Burke, Executive Director of Customer Experience & Systems for Wine Enthusiast’s editorial and consumer products, shares his experience integrating omnichannel into his organization’s customer support workflows. With a unique perspective of balancing digital and physical products across a diverse team, Burke shines a light on where business CX is today, about how technology will empower not just agents, but customers, to power the customer experience of the future.

In this session attendees will walk away with insights and actionable advice on:

• How to effectively integrate digital channels into the contact center
• Ways that brands can leverage customer loyalty to engage customers
• How to add value with an established, customer-centric community

John Burke

Head of Customer Experience & Systems
Wine Enthusiast

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