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Blended Intelligence: The Keys to Evolving from Contact Center to a True Customer Experience Center

Air Date: September 21, 2022
Time: 2:00 pm ET

Sebastian Glock , Phil Verghis , Roy Atkinson

Moderators: Tim McElgunn

Watch the webinar video below.

In more and more modern contact centers, simple “one-and-done” inquiries are handled by self-service, chatbots, customer-facing knowledge bases and other automated tools while agents handle with more complex cases. Creating a great CX requires contact centers to combine AI and other advanced technologies with agents’ creativity and problem-solving skills. 

In this webinar, you’ll learn how contact centers are using blended intelligence to thrive in the new normal. Our experts will provide examples of how self-service, automated triage, swarming, knowledge management, and real-time decision intelligence tools can accelerate resolutions and create a world-class experience for all of your customers.    

Sebastian Glock
Senior Technology Evangelist, Cognigy

Sebastian Glock is senior technology evangelist at Cognigy whose focus lies in mediating between AI technology and business strategy. With deep knowledge in Conversational AI, he advises top-tier companies in Europe and North America and can often be found speaking at international conferences and events about digital transformation, customer experience innovation and contact center AI.

Phil Verghis
Phil Verghis

Phil Verghis is the CEO and cofounder of Klever Insight. In his long and distinguished services career, he and his teams have won numerous awards for service excellence. Phil is the author of the Ultimate Customer Support Executive, a longtime supporter of ICMI, and a past chair of the HDI Strategic Advisory Board.

Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.

Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Strategy, AI, Director