AI agents + Human agents: How the future of CX will blend both

Heather Reed, PhD is a Product Manager at ASAPP where she applies her understanding of AI and statistical analysis to gain novel and in-depth insights into ASAPP products and users. Prior to joining ASAPP, Heather spent Spring of 2018 at NASA Langley Research Center as a Visiting Scientist and has taught model verification, validation, and uncertainty quantification; inverse problems; and the use of high performance computing. She's an educational advocate for AI and data-driven approaches in areas where non-AI solutions have been the status quo.

Darren Swanson is a seasoned leader in contact center operations, with a wealth of experience driving customer experience strategies for Fortune 500 companies. As Vice President of Customer Experience Management at ASAPP, Darren oversees initiatives that enhance customer satisfaction and operational efficiency. His career highlights include managing multi-site operations of up to 6,000 employees, overseeing $340M+ P&L budgets, and leading transformative strategies in business process outsourcing and customer care. Known for his people-first leadership, Darren has a proven track record of reducing attrition, boosting employee engagement, and driving double-digit profitability improvements.