The Future of Service: Best Practices for Introducing Automation to the Contact Center

Date: Available On-Demand

Time: Watch It Now

Presenter: Jeffrey Wartgow , Stephen Fioretti , Justin Robbins

Moderators: Erica Marois


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Implementing automation and these new technologies into the contact center isn't easy. Learn about techniques you can use to make it a smooth transition.

What would your contact center be like if you could reduce customer wait times, increase customer satisfaction, and free up your agents to work on the more complicated customer service issues? If you’re like many contact center leaders, this is would be your ideal.  According to the latest research from ICMI, it needs to be more than a pipe dream, as most organizations (52%) now consider the customer service experience to be their primary competitive differentiator. With service overtaking both price and product, you should be asking the question, “how can my organization be sure that we improve our service delivery?”

In ICMI’s new study, Next-Generation Service: The Role of AI, IoT, and Automation in Contact Center Transformation, we explore how the convergence of technology and service is shaping the future of the contact center and outline the trends, strategies, and objectives that organizations are using to prepare and improve their service organization for whatever lies ahead. 

A key finding from the research was the role of automation and connectivity in shaping the contact center’s future. While most organizations do not yet support bots or automation, the research indicates that a major shift is ahead, as 41% of organizations cited an expected increase in their use of bots and AI over the next 12-18 months.  With this shift in service delivery coming soon, it’s critical for customer service leaders to know the fundamental steps to deploying automation within their contact center.


Attend this webinar to learn:

  1. How bots, automation, and connected service delivery will impact key contact center metrics
  2. Insights for identifying where to automate service and how to measure its effectiveness
  3. Tips for evolving training and hiring strategies to deliver on Next-Generation Service
  4. Ideas for leveraging data to more effectively resolve operational challenges 

Jeffrey Wartgow

Jeffrey Wartgow

Senior Director Product Management, Oracle

Jeffrey Wartgow is on a mission to harness the knowledge of technology users creating a vision of the products of tomorrow. As a member of Oracle Service Cloud product management leadership team, Jeffrey leads customer advocacy programs, partner programs, and works closely Oracle’s development teams to help define the future of Oracle Service Cloud.

Stephen Fioretti

Stephen Fioretti

Vice President Product Management, Oracle

Stephen Fioretti has outbound product management and strategy responsibility for part of Oracle Service Cloud portfolio, where he drives strategy, product roadmap, customer advocacy, field enablement, press and analyst relations, and outbound go-to-market initiatives.

Justin Robbins

Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at

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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