Contact Center of 2030
October 24 - 26, 2023 | 12PM ET
Tom Martin
CEO Glance
Tom Martin is CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world. Since that pivot, Glance has experienced multiple years of 70% YoY growth. Prior to joining Glance in 2013, Tom spent over a decade at Verizon building and managing strategic partnerships. Outside of the office, Tom is an avid backcountry skier, mountaineer, and competitive cyclist.
Day 1: Tuesday, October 24th
1:00 PM Leading with HX (Human Experience): How Marrying AI and Human Channels will Drive Retention and Revenue
84% of leaders feel they need to implement AI to maintain a competitive advantage – yet many leaders are still lost amongst many promises or feeling under pressure to have the right answer to how to implement AI, now.
But at the core of a strong, results-driven CX strategy is one thing: your customer. And they’re human.
Join this session with Tom Martin, CEO of Glance – the leader in Guided CX solutions supporting Fortune 500 organizations – to explore how AI and human CX can work together to deliver the best of both worlds, differentiate your brand, and actually deliver the CX journey (and results) your customers deserve.
Attendees will leave with an understanding of:
● How digital CX “walls” already have today’s customers disillusioned, and how AI can either make or break your customer relationships
● Why the best application of CX AI will ensure human connection – and drive KPIs
● How mapping your customer journey and CX tech now is imperative to customer retention and will give you a competitive advantage as CX tech evolves
