The Future is Here: What You Need to Know About Machine Learning & AI

Date Aired: April 18, 2018
Time: 2:00 PM Eastern Time
Presenters: Esteban Kolsky , Barry Givens
Moderators: Erica Marois

Watch the webinar video below.

Learn how AI and Machine Learning, no longer futuristic concepts, can ensure more timely and personalized service when leveraged correctly.

While recent research shows that only 41% of customers prefer to contact companies via traditional “voice” channels, contact centers are still managing most customer interactions over the phone. Perhaps that's why 39% of customers would rather clean a toilet than reach out to a contact center? 

The good news: technology is making it easier than ever to understand customers and serve them more efficiently and effectively in their channel of choice. AI and Machine Learning are no longer futuristic concepts; when leveraged correctly, you can ensure more timely, relevant, and personalized service. The future is now. Are you ready?

In this webinar, you will learn:

  • How to prepare for an AI implementation (IT, Operations, and Knowledge Management considerations)
  • How AI can enable more personalized, consistent, and conversational service
  • How AI can drive down the cost per contact
  • How other organizations are using AI to improve the customer experience

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!

Esteban Kolsky
Principal and Founder, ThinkJar

Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies.

He has over 28 years of experience in customer service and CRM consulting, research, and advisory services. Before founding (six years ago) and running thinkJar (a customer strategies think tank focused on improving value co-creation between brands and customers) he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their customer strategies and deployments.

Mr. Kolsky is currently advising vendors and organization how to transform their organizations in our new interconnected, collaborative, and social worlds to create better value via customer interactions.

Barry Givens
Director, Digital Sales and Service, Avanade

Barry Givens is the Director of Digital Sales and Service at Avanade. He is responsible for developing the strategy and roadmap for a growing portfolio of Microsoft Dynamics 365 Sales and Service-based industry solutions. Prior to joining Avanade Barry held a variety of positions at Microsoft over a 15 year period. That work included ten years working on Microsoft Business Solutions in R&D, technical marketing and as the global channel development manager for Microsoft Dynamics CRM.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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