Home > Live Webcasts

Best Practices Panel– Seamless Customer Experience - Combining AI, VA with Live Agents


Presented By: CrmXchange

Live Date: October 3, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presentations by Tamsin Dollin, Sr Product Marketing Manager, NICE inContact and

Jen Snell, VP, Product Marketing, Verint Intelligent Self-Service

Please sign in below to continue

About the Webcast

Advances in Artificial Intelligence (AI), chatbots, digital channels and self-service all contribute to delivering an improved customer experience - but AI adoption runs the risk of customer frustration if not applied thoughtfully to the end-to-end customer and agent experience.

This panel discusses strategy that provides the greatest potential to enhance customer relationships by bringing all your customer touchpoints together. We will discuss: 

  • Current AI adoption trends, how to get the most of early AI investments
  • How is Customer Service adopting AI today?
  • Where can AI add the greatest benefits?

We will look at how to define and implement the right mix of automation and human touch - making sure consumer trust and relationship doesn't get lost in digitization.  

About the Presenters

Jen Snell, Vice President, Product Strategy and Marketing, Verint

 As a recognized marketing leader for emerging technology and enterprise artificial intelligence, Jen is leading marketing strategy and user engagement programs.

Jen is a frequent speaker and a leading contributor on topics shaping the development and design of interactive technologies. As both a visionary and a pragmatist, she translates the broad visions of technology leaders across the enterprise into actionable insights and purposeful solutions. Jen ensures that Verint’s Intelligent Self-Service solutions deliver remarkable user experiences that advance her clients' business goals.

Tamsin Dollin, Senior Product Marketing Manager, NICE inContact

Tamsin Dollin is Senior Product Marketing Manager at NICE inContact. With a passion for helping people “connect the dots”, she’s been creating educational content for technical solutions since 1996. For the past 9 years, Tamsin has worked closely with hundreds of contact center teams as a WFO trainer and technology consultant.