October 11, 2018
11:00 AM - 12:00 PM EST
The Role of AI in CX: The Virtual Agent
Artificial intelligence is one of the driving forces behind the digital transformation happening at all levels of organizations throughout the world. Customer service is no exception.
Industry experts believe that AI will augment, not replace, human customer service agents. As such, it's time for call centers to leverage all that AI and automation can do to streamline their processes.
In this webinar, Verizon and CXPA will share best practices for leveraging AI in the contact center and the benefits that result, including:
Diane MagersCEO of CXPADiane serves at the CEO and helps support providing value and community for each and every member and partner. She is a firm believer that it "take a village" to help everyone succeed. She knows our work as CX practitioners is very tough and extremely important. Anyone who knows Diane would say she's very passionate about customer and employee experience and a driven change agent. Diane has over 25 years experience building and transforming organizations around their customers and employees – from front line to infrastructure - working in and with brands such as Sysco, Invisalign and AT&T.
- Improved customer experience and drive loyalty by empowering customers to self-serve simple tasks, painlessly
- Increased agent retention and morale through streamlining of processes and arming them with better intelligence
- Gain insights on your customers - their perceptions, intents and feelings about your brand and the experience you deliver
- Reduce operational costs and fund new service models through increased agent productivity and call deflection
Alla ReznikDirector - Customer Experience Practice
Alla Reznik is Director, Customer Experience for Verizon's Global Products and Services group. She leads teams fulfilling the complete product life-cycle process, encompassing: concept and market placement visioning; monetization and pricing strategy, competitive analysis; technology integration; strategic vendor relations; and final development and deployment. Product and service areas managed include AI, Conversational Commerce, IP and cloud-based contact center as a service, Virtual Agents, mobile applications, and customer journey suite of services globally.Erin Van RemortelCX Design PartnerVerizon
Erin Van Remortel is a certified Customer Experience Professional (CXPA), Lean Six Sigma Black Belt and respected CX thought leader at Verizon Communications, a leading provider of wireless, fiber-optic and global network services. As a Customer Experience Strategist, Erin partners with Verizon’s largest enterprise clients to articulate, design, and implement their Customer Experience strategy and vision. Prior to this role, Erin spent several years listening to, analyzing and sharing the voice of Verizon’s Enterprise customers with leaders across the business to inspire empathy, drive customer-centric process improvements and deliver experiences that create loyal and happy customers.