In today’s hyper competitive digital landscape organizations across industries are looking for ways to keep their contact center’s resolution time ahead of the competition, and that includes generative AI. New AI technology has emerged as a way to help agents generate new and innovative problem solving skills, support their workflow and remove repetitive tasks. But after a year of discussion on automation’s abilities to scale growth and diminish costs, it is important to understand its place in revolutionizing the contact center of the future.

In this session, speakers will guide contact center leaders through the tools and technologies they will need to not only empower agents, but ensure that they are adding value to the customer and agent experience. Attendees will depart with actionable insights on how to:

• Identify the proper generative AI tools for their employees, market and customers
• Thoughtfully introduce and integrate generative AI into their contact center
• Tips for managing organizational change and tech transitions

Sponsored by: Calabrio

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In this session, Joy Joslin, Director of Guest Relations and Safety with the Oklahoma City Thunder NBA team joins CCW Digital to discuss how her organization approaches the customer experience as an all-hands team. From working through a team rebrand to making sure customers receive award-winning service on social or courtside, Joslin shares her insights on how the contact center plays a crucial role in customer satisfaction.

In this session attendees will walk away with insights on:

• How to bring the omnichannel experience and feel to in-person customer engagement
• Methods to motivate CX teams and create a culture of connection
• What industry leaders should be prioritizing in terms of CX and EX in 2024

Joy Joslin

Director, Guest Relations and Safety
Oklahoma City Thunder

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Customer feedback is critical to the success of any organization. Understanding what customers expect, how they engage with your product and team and addressing their needs is pivotal to the customer experience today. 

Chris Kocek, CEO of Gallant branding knows just how important feedback is to brands. By better understanding customer behavior, leaders can pinpoint true insights that change the CX game. Chris’ work spans across nationally recognized campaigns developed for iconic brands including AARP, Monster.com, Lowe's, Hyatt Hotels, Ace Hardware, John Deere, and more. His expertise in branding and insights helps brands connect with customers, understand their audience and build better relationships.

Join this session to learn more about:

• Building better customer feedback mechanisms
• Turning frustrated customers into brand enthusiasts
• Establishing brand voice and consistency across experiences

Chris Kocek

CEO, Author
Gallant Branding

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