Frost & Sullivan

— Virtual Think Tank —

Agents to Super Agents:

Powered by Generative AI

Bernie Arnason

Moderator: 
Bernardin Arnason
Industry Principal, Information and Communication Technology
Frost & Sullivan

Friday, November 3, 2023
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!

Elevated customer expectations for personalized attention and quick problem resolution challenges contact centers to innovate and meet this challenge. Generative AI holds great promise for not only helping contact centers meet these rising expectations, but empowering agents to competently and confidently deliver an outstanding CX. Indeed, the concept of “super agents” is now in reach for most contact centers, thanks to applications enabled by generative AI.

Join us as we explore the many possibilities and opportunities that generative AI presents to the contact center and its dedicated agents.

The key questions we will be discussing are:

What are some early indications of the impact generative AI will have on contact centers and agents?

What promise does generative AI have to help improve EX factors like better training and coaching opportunities, onboarding, and workforce engagement?

How can contact centers leverage the improvements generative AI offers (better sentiment analysis) to improve upsell/cross sell?

What are the ethical, security, and data privacy considerations when using generative AI in contact centers?

How might the role of agents evolve in the long term as generative AI continues to advance?

During this Virtual Think Tank, Frost & Sullivan’s Bernie Arnason, Industry Principal, ICT, will moderate a discussion around how generative AI is empowering agents to deliver a better CX.

Participants

Marina Cortazzo

Marina Cortazzo
Head of IT Supply Chain Systems
Trader Joe’s

Sprinklr
Matt Mohr

Matt Mohr
Director CX
Eaton

Sprinklr
Olga Quiros

Olga Quiros
Director, Customer Operations
Expedia group

Expedia group
Rafael Chávez Ríos

Rafael Chávez Ríos
Director, Customer Care
Global Operations
Regal Rexnord

Regal Rexnord
Robert Globocki

Robert Globocki
Vice President of
Customer Experience and
Billing Operations
Hydro One

Hydro One
Oki Mek

Oki Mek
Chief Information Security Officer
Microsoft

Sprinklr
Kenneth Madrigal

Kenneth Madrigal
Senior Director, CXM Best Practices Group
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 vBook. 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 Quotable.

Will I get a Copy of this Quotable when Published?

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

Who can I Speak About Additional Questions?

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

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