Enterprises accelerated digital adoption with chatbots, mobile apps, and self-service portals. But while digital advanced, voice was too often under-invested in, leaving the channel less effective than customers needed it to be. The problem is outdated tools that make voice costly, clunky, and hard to improve.
That's about to change.
Shep Hyken is a globally recognized authority on customer service and experience, serving as the Chief Amazement Officer (CAO) at Shepard Presentations. With over three decades of expertise, he has delivered keynote talks to over 1,200 organizations—from Fortune 500 enterprises to small businesses—helping them embed customer-centric culture and build loyalty. He’s a New York Times and Wall Street Journal bestselling author, inducted into the National Speakers Association Hall of Fame for lifetime achievement, and the creator of the customer training program “The Customer Focus.” His energetic presentations blend humor, storytelling, and practical takeaways that inspire transformation.
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.
Devidas Desai is SVP of Product at ASAPP, bringing 20+ years of experience leading product innovation in AI and enterprise communications. He has led development of voice-first AI platforms and large-scale CX solutions across industries. At ASAPP, Devidas drives product strategy and innovation to deliver transformative AI experiences that enhance customer engagement and contact center efficiency.
Shep Hyken joins ASAPP to discuss how AI customer service agents are reviving the importance and potential of the voice channel in contact centers.
Why digital first fails when customer needs are urgent or complex
How AI is making voice automation viable again
How generative AI is redefining automation and orchestration
Why digital first fails when customer needs are urgent or complex
How AI is making voice automation viable again
How generative AI is redefining automation and orchestration
A framework for when to prioritize voice vs. digital
How GenerativeAgent® can make voice your most powerful channel
Enterprises accelerated digital adoption with chatbots, mobile apps, and self-service portals. But while digital advanced, voice was too often under-invested in, leaving the channel less effective than customers needed it to be. The problem is outdated tools that make voice costly, clunky, and hard to improve.
That's about to change.
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