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Seamless Customer Experience - Combining AI, VA with Live Agents
Live Date: September 18, 2024. PLEASE SIGN IN FOR THE RECORDING.
Presented by Abby Todd, Senior Product Marketing Manager, NICE,
Jason Valdina, Go-To-Market Senior Director, Verint, and
Edwin Margulies, Chief Evangelist, Nextiva
About the Webcast
In today’s fast-paced, digitally-driven world, delivering a seamless customer experience is essential for businesses to remain competitive. A strong customer engagement strategy is at the heart of any successful brand strategy, where AI, digital, and human engagement must work in harmony.
Despite significant shifts in consumer preferences and the rapid expansion of digital engagement channels, many brands struggle to take the first steps toward investing in AI and conversational bots. In this session, we explore practical ways to augment your workforce with AI, enhancing agent capacity, leveraging GenAI for superior self-service experiences, and orchestrating AI-driven customer journeys that benefit both live agents and customers.
Join this roundtable to discover how to create a truly seamless customer experience. The chat is open throughout the webcast, allowing you to engage with the presenters and connect with fellow attendees.
About the Presenters
Abby Todd, Senior Product Marketing Manager, NICE
Abby is a Senior Product Marketing Manager in NICE’s CX division who brings over 20 years of experience in product management and marketing direction in software and technology. She is responsible for articulating and promoting the NICE vision, message, and competitive advantages of the CXone portfolio, specifically in the areas of AI and the platform.
Jason Valdina, Go-To-Market Senior Director, Verint
Jason is an accomplished digital strategy and customer experience professional and is the Senior Director of Digital-First Engagement Channel Strategy at Verint, a customer engagement software solutions provider based in New York.
Edwin Margulies, Chief Evangelist, Nextiva
Nextiva's Chief Evangelist, Edwin Margulies, is a serial
entrepreneur passionate about customer experience (CX), usability, and human
factors engineering. Over the course of 45 years, he has authored 18 books,
many of which focus on customer satisfaction, including "Mastering the
Customer Experience," "How to Audit and Benchmark Your Voice Response
System," and the "Web Site Usability Almanac."
edwin.margulies@nextiva.com