— Virtual Think Tank —
Agents to Super Agents:
Powered by Generative AI

Moderator:
Bernardin Arnason
Industry Principal, Information and Communication Technology
Frost & Sullivan
Friday, November 3, 2023
2:00 PM – 3:00 PM ET
Join us for this Timely Discussion!
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
Head of IT Supply Chain Systems
Trader Joe’s


Matt Mohr
Director CX
Eaton


Olga Quiros
Director, Customer Operations
Expedia group


Rafael Chávez Ríos
Director, Customer Care
Global Operations
Regal Rexnord


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


Oki Mek
Chief Information Security Officer
Microsoft


Kenneth Madrigal
Senior Director, CXM Best Practices Group
Sprinklr

FAQ
What is a Virtual Think Tank?
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 [email protected]
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