CX Network All Access: Future Contact Centers
Join ASAPP at the CX Network All Access: Future of Contact Center virtual event to explore how leading organizations are building scalable, future-ready customer support. In our featured session, Harry Clapham of Tangerine and Max Black of ASAPP will take you inside Tangerine’s journey to agentic AI—sharing how the bank is designing an AI roadmap that balances long-term transformation with near-term business impact.
Discover what’s next in customer experience—and how AI is transforming the contact center.
About the event
CX Network All Access: Future of Contact Center is a virtual conference bringing together CX leaders, contact center executives, and technology innovators to explore the next evolution of customer service. From AI and automation to workforce transformation and digital-first strategies, this event offers practical insights to help organizations scale smarter and serve better.
Scaling CX with agentic AI
Harry Clapham, Max Black
July 15, 2025 @ 11:30 AM EST
Panel Session
Tangerine’s Path to Agentic AI: Building Better, Smarter CX in Banking
Date & Time: July 15 @ 11:30 AM EST
Join Harry Clapham, Director of Operations Strategy and Enablement at Tangerine, for a behind-the-scenes look at how Tangerine is approaching agentic AI for customer experience. In this fireside chat, Harry will walk through how his team is shaping a roadmap that balances long-term vision with near-term impact—starting with strategic alignment, choosing the right technology partner, and building internal support.
You’ll gain insights into:
- How Tangerine is designing its AI strategy around agentic customer support
- What went into selecting a vendor aligned with long-term CX transformation
- How the team built trust, buy-in, and momentum across the organization
- The principles guiding innovation while managing risk and compliance
- How Tangerine is preparing to scale and evolve as needs and technologies change
Meet the speakers
Harry Clapham is a transformational leader with global experience driving innovation in financial services. At Tangerine, he leads the bank’s multi-year strategy to elevate customer service through AI, automation, and digital modernization. Prior to Tangerine, Harry held senior roles at HSBC and first direct, where he led large-scale CX and operational change initiatives across Canada, the UK, and Asia.
Max Black is a sales leader at ASAPP who owns strategic customer relationships across financial services, utilities, retail, and other sectors for the firm. An early employee of ASAPP from 2017, Max founded the Customer Success function and also led Solutions Engineering, playing a key role in growing the company’s impact to customers and refining its approach to value delivery and technical solutioning. Prior to ASAPP, he worked on some of the earliest enterprise AI transformations at IBM Watson Group for multinational clients across sectors.
What can ASAPP do for you?
GenerativeAgent® is the most capable customer service AI agent you’ve ever met. It resolves complex customer issues on its own over voice or chat. Using an innovative human-AI collaboration model, if it gets stuck, it asks a human for help - without making the customer start over.
Faster service for your customers
GenerativeAgent is on duty 24/7 and scales instantly to meet demand.
First contact resolution
Shorter queues for your agents
Save your human agents for higher-value interactions.
Self-service increase
Lower costs for your contact center
Gain limitless capacity to serve customers without increasing costs.
Cost reduction per chat
