The past two years have proven transformative for artificial intelligence (AI), including generative AI. In fact, according to the 2024 CallMiner CX Landscape Report, 87% of global contact center and customer experience (CX) leaders across financial services, healthcare, retail, and technology industries believe implementing generative AI is key for their customer service and CX teams, and 91% agree that AI will help optimize CX strategies.
Join our panel of experts for this live discussion where they’ll explore:
- The current state of AI adoption in the global CX industry and key challenges organizations face in implementation and measuring ROI
- Proven AI use cases that drive efficiency and productivity enterprise-wide, including its role in empowering employees vs. replacing them
- Best practices on managing AI complexity, while minimizing security and compliance risks
- The growing value of unsolicited feedback and its power in delivering a holistic view of CX and customer expectations
- Predictions for AI in the CX and contact center industries in 2025 and beyond
- ...And so much more!
Don’t miss this opportunity to gain valuable insights into the state of AI and how technology can transform your organization’s CX and customer service initiatives. Register today to secure your spot and be at the forefront of the AI revolution!
P.S. Four lucky live attendees will receive a $50 gift card! Make sure you register now and attend the webinar live for your chance to win!
Speakers:
Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now.
His clients have included brands such as Adobe, Apple, Cancer Research UK, Costa Coffee, the UK Gov’s Crown Commercial Service, ING, Intercontinental Hotel Group, KFC, KPMG, ING, Kramp, Lloyds, Harper Collins, Médecins Sans Frontières, Megger, Microsoft, Nespresso, NowTV, Olympus, Pearson, Philips, Sky, Talk Talk and Zoom as well as numerous tech vendors and many smaller and medium-sized businesses.
Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience.
He published a best selling book in 2016 called How to Wow: 68
Carlos Puigjaner is the CEO and co-owner of Verbio Technologies, a high-tech company dedicated to advancing human-machine communication through innovative voice and machine learning solutions. With a background as a successful entrepreneur and extensive C-level experience, Carlos brings a unique blend of technical expertise and strategic vision to the conversational AI landscape. He holds a Master’s in Marketing and an M.S. in Computer Science from the Polytechnical University of Catalonia.
Tory Stephens is the Manager of Charters and Group Sales at the Globus family of brands, bringing over 9 years of robust experience in contact center sales and associate training. Tory is passionate about delivering customers what she calls “elevated interactions” which has led to company sales growth while enhancing the customer and employee experience. In previous years, Tory developed training programs leveraging CallMiner Coach during new hire training, significantly expediting the onboarding process, and employee ramp up.
More recently, Tory has focused her attention on leveraging the customer voice to gather unprompted marketing feedback. By mining these insights, Tory has been able to provide valuable data to support strategic decisions in company marketing initiatives. In her free time, Tory enjoys traveling the world, especially sailing down the rivers of Europe on one of her company’s brands, Avalon Waterways.
Marco Casalaina is VP Products of Azure AI and AI Futurist at Microsoft. He leads the AI Futures team, which finds trends and develops products that will lead to the next generation of AI. He has previously led a number of teams across Azure AI, including Azure OpenAI, Vision, Speech, Decision, Language, Responsible AI, and AI Studio. Prior to coming to Microsoft, Marco led the Einstein AI team at Salesforce. He holds a Bachelor’s Degree in Computer Science from Cornell University.
As CEO and founder, Jeff is focused on CallMiner's strategic direction and operational execution. Jeff has more than 25 years of experience delivering complex software and hardware solutions to enterprise and government customers. Prior to founding CallMiner, Jeff worked at companies like; ThinkEngine Networks, Grant Thornton Consulting, as well as 11 years in the United States Air Force. He holds a BS degree in computer science from the United States Air Force Academy.