[Upcoming] The GenAI Shift: Key Findings for Bold Moves from CCW ‘Future Contact Centers’ Report

December 10, 2024

12:15 pm ET

Speakers:

Chris Arnold

VP Contact Center Strategy, ASAPP

Brooke Lynch

Divisional Director of Digital, CMP

About the webinar

2025 is poised to be the tipping point of generative AI adoption that will reshape customer experience across industries. Waiting is no longer an option - Companies must act now to execute their genAI strategies, or risk being left behind by both competitors and customers.

The 2024 Future of the Contact Center report uncovers key CX and EX trends driving the next era. How can you leverage genAI to gain a real competitive edge, radically transform customer experience, and empower agents for next-generation challenges?

Join Brooke Lynch, Divisional Director of Digital at Customer Management Practice, and Chris Arnold, ASAPP VP of Contact Center Strategy with 20 years of experience leading enterprise contact center strategy and technology implementation, for a dynamic discussion on future-proofing your contact center. You’ll walk away with practical insights to deliver exceptional customer and employee experiences while gaining a decisive edge over competitors.

What you'll learn:

Purple circle with a checkmark inside it.

Balancing CX and EX to meet demands of 2025 and beyond.

Embracing and executing genAI strategies to gain a real competitive edge.

Overcoming challenges in AI adoption and personalization.

Equipping agents with tools or skills for the future of service.

About the speakers

Chris Arnold

VP Contact Center Strategy, ASAPP

Prior to ASAPP, Chris spent 20 years leading contact center strategy and technology implementation for Verizon and Alltel, leading staff operations, and managing desktop automation and augmentation.

Brooke Lynch

Divisional Director of Digital, CMP

Brooke Lynch is the Divisional Director of Digital at the Customer Management Practice. With a background in television news and production, she’s worked across industries covering B2B marketing, healthcare and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a focus on e-commerce, retail, and CX technology. Brooke studied journalism at the University of Wisconsin-Madison, and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.

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Get the Ebook

What you'll learn

01

Balancing CX and EX to meet demands of 2025 and beyond.

02

Embracing and executing genAI strategies to gain a real competitive edge.

03

Overcoming challenges in AI adoption and personalization.

01

Balancing CX and EX to meet demands of 2025 and beyond.

02

Embracing and executing genAI strategies to gain a real competitive edge.

03

Overcoming challenges in AI adoption and personalization.

04

Equipping agents with tools or skills for the future of service.

05

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[Upcoming] The GenAI Shift: Key Findings for Bold Moves from CCW ‘Future Contact Centers’ Report

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