About the Webcast
In this session, Sheri Greenhaus interviews Daniel Ziv,
Global VP of Product Management & GTM for AI and Analytics at Verint, and
author of the Life Altering newsletter.
This is not a spectator moment.
Generative AI was born in late 2022. It’s now a
three-year-old prodigy — speaking hundreds of languages, passing bar exams,
analyzing complex conversations faster than any team you could hire, and
learning at a pace no biological brain could match. Like any child with
extraordinary potential, its future depends entirely on how we raise it. That’s
not a metaphor. It’s a mandate — and nowhere more urgently than in customer
experience.
AI has already moved inside the contact center. Virtual
agents are handling first contact. AI models are scoring every call,
identifying opportunities for huge savings, increased revenue, and improved CX.
AI is summarizing each call and coaching agents in real time. The technology is
already here. The question is whether you’re compounding your competitive moat,
cutting cost, or watching the rest move ahead.
The results are real — one Fortune 500 healthcare insurer
saw over $70M in annual savings from automated after-call work alone. But the
companies capturing the full value aren’t stopping at cost cuts. They’re
reinvesting the hours AI gives back — into their data, their customers, and
their people. That’s the moat. Treat AI only as a cost-cutting tool and a
competitor getting the same time dividend will compound it into better products
while you pocket yours as margin.
This webcast goes into the benefits, the risks, the
governance, and the responsibility of all of us — executives, managers, and
human agents.
We’ll work through three parallels that reframe how to think
about AI:
- Intelligence is grown, not granted. More data, more compute,
more time. AI isn’t mimicking intelligence; it’s developing it. If we judge it
by where it is today, we are dramatically underestimating where it will be at
ten or twenty.
- AI makes mistakes. So do we. Generative AI behaves like a
brilliant but inconsistent colleague. Working with it effectively takes the
same skills you use with people: cross-check, reframe, build judgment.
- Morality is taught, not installed. AI’s values reflect the
data and guardrails we give it. Governance, transparency, and public pressure
shape its moral compass — and ours.
We’ll also confront the corporate stakes. McKinsey’s latest
research finds the 6% of companies iterating fastest on AI are pulling
decisively away from the pack. The biggest risk is no longer moving too fast.
It’s standing still.
We close with three actions every CX leader and contact
center manager must take now:
- Engage, don’t dabble. Fluency comes from repetition, not
demos. Push AI with your real data, on a real problem, until you feel both its
power and its limits.
- Demand accountability. Transparency, equitable access, real
governance. The values baked into AI today will shape your customer experience
for decades.
- Start the conversation your organization is avoiding.
Between hype and fear, most teams are nowhere. Close that gap with your CIO,
your agents, and your executives.
AI’s future isn’t predetermined. It’s parented by all of us.
