Customer Contact Week (CCW) is the world’s largest event dedicated to customer experience, contact center, and customer service leadership. With thousands of attendees and hundreds of solution providers, CCW offers a mix of keynotes, case studies, and networking focused on the future of CX.
Join us in Las Vegas
Live Demos, Real-World AI Results, and Insights from the Frontlines of CX
Case Study
How American Airlines is partnering with ASAPP to use AI
Date & Time: Thursday, June 12 @ 11:00 am PT
American Airlines is piloting ASAPP’s GenerativeAgent with real customers—and they’re seeing real business impact. In this session, Anshuman Singh, Managing Director - Commercial Product Management at American Airlines and Seth Marlow, Director, Strategic Accounts from ASAPP break down exactly what it took to scale AI beyond an experiment and how it’s working today. If you’re wondering what it really takes to use AI in your contact center without disrupting everything, this session is for you.
Fireside Chat
The real-world journey of generative AI at American Airlines
Date & Time: Thursday, June 12 @ 12:00 pm PT
AI implementation isn’t just about ambition—it’s about execution. In this fireside chat, Misty Shafer Sterne, VP of Customer Technology at American Airlines, joins Mackenzie Smith, VP & Head of Partnerships and Business from ASAPP, to share her hands-on experience of piloting generative AI and keeping it grounded in real customer needs. From aligning with IT and compliance to keeping automation grounded in real customer needs. Misty offers a practitioner’s perspective on what it takes to successfully test customer-facing AI within a complex environment. This isn’t the 30,000-foot view—it’s the reality of building, scaling, and proving value in one of the most demanding industries.
Meet the Speakers
ASAPP is showing up big at CCW—on stage and on the floor. We’re teaming up with American Airlines for two back-to-back sessions that go deep on what it really takes to get generative AI out of pilot mode and into production. Plus, you can find us in the Expo Hall (Booth 1120) for hands-on conversations about AI that actually works—at scale, in complex environments, and without compromising safety or CX.
Misty Shafer Sterne is American’s Vice President of Customer Technology with responsibility for American’s customer facing applications including aa.com, kiosks and the mobile app as well as the AAdvantage® loyalty program. In this role, Misty will spearhead the delivery of cutting-edge technology and ensure a seamless travel experience for our customers. Her organization also has responsibility for technology used by team members at the airports American serves and the technology used by American’s reservations agents in call centers.
Anshuman leads the strategic vision around the digital experience we deliver to our customers. This includes the product management of the Shopping, Selling and Servicing customer touchpoint, as well as leading key areas of American Airlines digital practice, such as our digital channels and insights. He was part of the core team that launched Basic Economy, an experience he forever cherishes! Since, he has taken on leadership roles in the digital organization focused on developing and driving our digital selling strategy to align with our commercial goals. Having led the team through various phases of change in recent years, he is focused on creating a consistent, convenient, and connected experience for our customers across digital assets to drive our commercial goals.
Mackenzie Smith is the VP & Head of Partnerships and Business Operations, responsible for product onboarding, ongoing services, technical support, technical project management, and partnership relations. Prior to ASAPP, she helped clients build proprietary advertising technology platforms at IPONWEB and lead client engagements for digital advertising at Merkle. Throughout her career, she has been focused on partnering with clients, across industry sectors, and utilizing technology and analytics to drive business value. She is a graduate of Harvard University.
Seth Marlowe is Director of Strategic Accounts at ASAPP, bringing over 25 years of experience helping organizations—from startups to Fortune 10s—transform customer experiences through innovative technology. A seasoned sales and customer success leader, Seth is ASAPP’s Account Director for American Airlines and works closely with Anshuman and other executives to maximize business outcomes through their use of generative AI. On a personal note, Seth is also a published author and frequent speaker on leadership, growth, and navigating change in both business and life.
What can ASAPP do for you?
ASAPP builds vertical AI products to help enterprises transform and elevate customer experience. We elevate human capabilities with our Generative AI solutions and tackle the most complex problems in data-rich customer service environments where automation can save costs and improve customer experiences.
Meet with ASAPP at booth 1120
We’re helping leading enterprises deploy generative AI where it matters most: in production, at scale, and in front of real customers. Let’s set up time to show you how.