Frost & Sullivan

— Virtual Think Tank —

Maximizing Brand Value Through
Contact Center Intelligence

Michael DeSalles

Moderator: 
Michael DeSalles
CX Principal Analyst
Frost & Sullivan

Thursday, April 25, 2024
2:00 PM – 3:00 PM ET

We are pleased to invite you to an exclusive discussion with your peers to gain your perspective in support of our ongoing industry research.
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Join us for this Timely Discussion!

In today’s rapidly evolving business landscape, organizations across all sectors are racing to embrace digital transformation, particularly in customer care, sales, and technical support domains. At the forefront of this technological revolution stands conversational AI, a game-changer for CIOs. Leveraging artificial intelligence, machine learning (ML), and natural language (NL) processing, conversational AI facilitates the fusion of self-service options with agent efficiency, ultimately enhancing brand equity. It has emerged as the pivotal element bridging customer engagement, brand allegiance, and exponential business expansion in the digital era.

The key questions we will be discussing are:

Which specific tools or processes can contact center teams employ to capture insights that might otherwise be missed?

How are brands leveraging AI-generated data to proactively identify trends or pain points to enhance customer loyalty and retention?

How do brands recognize customer touchpoints that have proven most impactful for the brand?

How can you leverage AI insights from contact center interactions to support your product/service development?

What organizational trends are emerging within contact center teams that optimize the utilization of AI-driven insights?

Join us for an interactive Virtual Think Tank discussion with industry thought leaders, led by Frost & Sullivan’s CX Principal Analyst, Michael DeSalles, who will moderate and brainstorm a discussion on how AI can unlock insights into the customer experience.

Participants

Glynn Hollis

Glynn Hollis
CIO
HonorHealth

HonorHealth
Conrad Sarnessar

Conrad Sarnessar
Chief Information
Security Officer
Findlay Automotive Group

Findlay Automotive Group
Joel Naumoff

Joel Naumoff
Chief Information
Security Officer
Belden

Belden
Grant Horvath

Grant Horvath
Contact Center Specialist
Sprinklr

Sprinklr
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FAQ

What is a Virtual Think Tank?
A Frost & Sullivan Virtual Think Tank is an exclusive, unique and highly engaging conversation that brings together a diverse group of industry leaders to discuss their opinions on a certain topic. Content from this collective discussion will be featured in an upcoming Frost & Sullivan article where you have the options to be highlighted as a thought leader. Your insight as a strategic partner is invaluable.
Why should I participate?
  • Share & Learn Best Practices: Engage in strategic conversations with your peers. The open, candid discussions you have will spark creative thinking and help you formulate new ideas for implementation.
  • Increase Your Peer-to-Peer Network: Connect with other senior level leaders in your industry on a more intimate level.
  • Get Access to a Frost & Sullivan Analyst: Engage with our industry experts to gain additional insights and ask them your questions.
  • Demonstrate Your Industry Expertise: The insights, feedback and best practices shared by you will be part of an upcoming Frost & Sullivan article. Through your participation, both you and your company will be positioned as a leader.
Will I have the option to be quoted or not?

Yes, all participants have the options to be quoted or not in the content created from the discussion.

Will I get a copy of the final content once published?

Yes, we would be more than happy to send you over a complimentary copy of the final content once published.

Who can I speak with for additional questions?

Please contact Danielle Floyd at danielle.floyd@frost.com

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