Is your CX chat platform sinking?

June 20, 2024

58 min

Your CX chat platform is supposed to make your life and your agents' lives easier. So, how did things get so complicated, and why are you not seeing the value you were promised from your CX platform? This webinar features Melissa Price, VP of CX and Digital Self-Serve from Altice, Justin Mulhearn, Director of Solutions Engineering from ASAPP, and Nick Molina, Senior Product Marketing Manager from ASAPP, discussing the most common obstacles with CX chat platforms, how generative AI can enhance the experience for your customers and agents, and how GenerativeAgent® is helping ASAPP customers provide delightful, fully automated service for tier 1 interactions.

What you'll learn:

The top 3 reasons you are not seeing the value promised from your CX platform, and what to look for in your next one

Tips on how to migrate your chat platform with minimal service disruption and minimal friction

How to discern between AI-native and bolted-on AI solutions, and the reasons why AI-native adds resiliency to your digital strategy

How to tell if a solution or a vendor is focused on outcomes rather than checking boxes on RFPs

Melissa Price

VP, CX Digital Self-Serve, Altice USA

Melissa is a results-driven, strategic leader with a proven track record of bringing new products and operational improvements to market. She brings over 20 years of experience in CX and product, and currently oversees the execution of proactive communications, chat, and IVR for Altice USA. Melissa and her team started using ASAPP Messaging in 2023, implementing and starting to see improvements in only 8 weeks. We are thrilled to have Melissa's expertise in optimizing digital and self-serve channels.

Justin Mulhearn

Director of Solutions Engineering, ASAPP

Justin currently leads the Solutions Engineering team as ASAPP. He has spent 14 years in CX, with previous experience at Liveperson and IBM. Justin brings a wealth of knowledge on how to make sure your tech stack is set up to help you create the experiences your customers deserve.

Nick Molina

Senior Product Marketing Manager, ASAPP

Nick oversees product marketing at ASAPP and held previous product roles at Meta, UpStack, and Huge. This Wharton MBA Holder and Harvard alumni has a strong track record in identifying product opportunities with data-driven insights and developing prioritization roadmaps.

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