Date: August 28th, 2024

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Generative AI has ushered in a major inflection point in customer experience (CX), continually redefining what’s possible in operational efficiencies and improved customer satisfaction. As the industry now races to keep up, the key question remains how organizations can adapt to these rapid advancements and pragmatically harness the benefits of AI.

Gain a research-based perspective on the current state of AI for CX from guest speaker Christina McAllister, Forrester Senior Analyst. Then, join her and Ted Burke, VP of Product Management at ASAPP, in a thoughtful discussion about how Generative AI may reshape your CX infrastructure, and steps to take now to prepare your organization for the change.

In this webinar, you’ll learn:

• Where Generative AI is impacting CX, both now and in the future
• How to avoid common pitfalls in AI implementation for CX
• What steps to take to navigate the rapid evolution of AI in CX

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Meet the Speakers

Guest Speaker, Christina McAllister, Forrester Senior Analyst

Christina is a senior analyst at Forrester helping customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on the technologies that enable and augment the customer service agent in today's digital-first world. These include customer service cloud platforms and applications, AI-infused agent workspaces, conversation intelligence, and digital engagement channels. Her research also explores how AI is transforming contact center operations and the agent experience.

Ted Burke, ASAPP VP of Product Management

Ted Burke is VP of Product at ASAPP. He heads up the product management and design teams, leading the charge in developing innovative AI & Machine learning products for the contact center. His overriding mission is to build and scale the products that confidently end bad customer service. Prior to ASAPP, Ted worked at a digital agency where he led digital initiatives for organizations in telecommunications, fintech, health, and higher education.

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