AI-Powered CX Excellence
Get inspired by the transformative power of AI in accelerating business evolution. Discover how organizations are leveraging CX purpose-built AI to revolutionize their CX applications and processes and gain deeper insights into customer needs, behaviors, and characteristics.
Driving Interaction Analytics into the Future (June 11, 1:30 - 2:30 PM) - Fifth Third Bank
In this session, you will be led on a journey of how Interaction Analytics has helped transform the data available to leaders across the Bank. Over the last year, Fifth Third Bank participated in a PoC with AutoSummary and had the opportunity to get into this ground-breaking AI from the beginning. Behind the scenes insights will be shared from this innovative technology including real-life examples of how it can help your analytics programs do more with less effort. Don’t miss this opportunity to learn how Interaction Analytics and AutoSummary can transform your customer experience.
Driving Contact Center Excellence Through AI-Powered Performance Coaching and Analytics (June 11, 2:45 - 3:45 PM) - LexisNexis
Amid rising customer demands, contact centers strive for superior service at reduced costs. LexisNexis addressed this by embracing Enlighten AI for CSAT and AutoSummary, enhancing agent efficiency and quality management. This session will explore AI-driven feedback, data-driven coaching, and metric improvement. Learn how to transform contact centers for next-gen CX and operational excellence.
Turning Complaints into Customer Success with AI (June 11, 4:15 - 5:15 PM) - Hyundai Capital America
Discover how Hyundai Capital America turned a record number of customer complaints into customer delight using AI for root cause and sentiment analysis, alongside behavior-based coaching. Attend this session to gain valuable insights and best practices applicable to fostering improved customer satisfaction.
Open Network Exchange Cruises into Next-Gen QA with Enlighten AI (June 12, 10:30 - 11:30 AM) - ONE
ONE implemented Enlighten AI with its more than 1,000 agents globally and began monitoring 100% of its customer interactions. Enlighten AI unlocks the ability to correlate specific agent behaviors with higher customer sentiment ratings, providing a roadmap for improvement. ONE started with four specific agent behaviors—demonstrating ownership, active listening, building rapport, and effective questioning—to better understand how those behaviors are tied to customer frustration, sentiment, and silent time during interactions. Within 90 days of implementation, the company had shifted the way it coaches its agents, saving a significant amount of time in the process.
AI and Generative AI: From Novelty to Necessity (June 12, 12:30 - 1:30 PM) - OMDIA
AI and generative AI have emerged as transformative technologies in the CX industry, offering new avenues for enhancing customer interactions, improving efficiency, and driving outcomes. This session covers the multifaceted landscape of AI for CX, exploring the opportunities it presents, the challenges it poses, and the myriad benefits it affords.
Unlocking Success: Empowering Teams with Enlighten AI and Real-Time Interaction Guidance (June 12, 1:45 - 2:45 PM) - Kaiser
Join us for the transformative journey of Kaiser Permanente Northern California Pharmacy’s Call Center. Discover how they harnessed the power of Enlighten AI and Real-Time Interaction Guidance (RTIG) to revolutionize customer satisfaction and elevate agent performance within a union workforce environment. Gain invaluable insights into their strategic approach, from defining essential agent soft skills to measuring tangible results. Delve into the challenges overcome, the innovative solutions employed, and the best practices that paved the way for a successful adoption and remarkable return on investment. Don't miss this opportunity to learn from real-world experiences and embark on your own path to success!
A Journey to Elevating Customer Zeal with Enlighten AI (June 12, 3:15 - 4:15 PM) - Republic Services
Republic Services embarked on a significant cultural and operational transformation to prioritize the customer experience which they call “customer zeal”. Their goal was to modernize operations and find opportunities for automation to improve the agent experience. Learn how they achieved impressive results, including a reduction in negative sentiment, improved efficiency, and a substantial decrease in repeat calls, showcasing the power of data-driven strategies using Enlighten AI and analytics in elevating the customer experience.