12/10/2024 08:30 am
Evolution of Customer Service through AI
16 York Street - 7th floor Toronto, ON, M5J 0E6
An engaging workshop focused on shaping the future of customer service through innovation, AI, and best practices with IBM and Genesys
This event will provide valuable insights and practical strategies to help you future-proof your customer experience (CX) and employee experience (EX) initiatives.
IBM
IBM Office 16 York Street - 7th floor Toronto, ON, M5J 0E6
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Workshop Agenda
Tuesday, 10 December 2024
08:30 am – 09:30 am
Registration
Breakfast is included.
09:30 am – 09:45 am
Welcome and Opening Remarks
- Importance of future proofing customer service
- IBM + Genesys partnership and strategic alignment
09:45 am – 10:15 am
Industry Trends and Market Overview
- Current and future state of customer service
- Key trends in the contact centre with AI
- Key use cases to drive CX, EX and analytics improvements through AI
10:15 am – 10:45 am
Transformative Use Cases
- Most transformative initiatives including transformation through AI agents
- Personalized experiences at scale
10:45 am – 11:15 pm
Workshop for Roadmapping and Best Practices for Customer Service
- Mapping your CX Vision to AI Innovations in 2025
- How to approach implementing CCaaS + AI
11:15 pm – 12:00 pm
Q & A Panel
- Discussion on experiences, road mapping and lessons learned
- Open forum for questions
12:00 pm – 01:00 pm
Closing Remarks
Networking and lunch will follow.
Speakers
Rob Dunlap
Partner - Generative AI and Advanced Analytics, IBM
David Bolefski
Senior Principal Solution Consultant, Genesys
Hosts
