ASAAP

Transform your CX strategy and unlock new revenue opportunities

Listen to panel of experts including Vickie Leslie, VP of Virtual Retail at T-Mobile, Brandon Dickey, VP of Account Management Operations at Comcast, and ASAPP Chief Customer Experience Officer Michael Lawder—as they discuss the evolving role of live agents in CX.

Hear how today’s leading companies utilize innovations in agent experience and augmentation to improve customer satisfaction and drive revenue. Key takeaways include:

  • Explore ways to tap into the full potential of your human agents
  • Learn about breakthroughs in Artificial Intelligence that can increase CX performance and empower proactive support teams
  • Gain actionable insights to help you and your agents drive business success with every interaction
  

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Speakers


Barbara Porter, Managing Director,
Ernst & Young LLP

Barbara leads the Customer Service group and works with utility chief customer officers and customer experience executives as a trusted advisor. She works closely with teams to develop product and service growth strategies and streamline customer service operations to accelerate growth and performance. Most recently, she has been working with clients to help shift from traditional contact center operations to a digital, value creation operating model. This includes bringing innovative AI and machine learning solutions to improve agent performance, as well as improving self-service and omnichannel experiences.

Michael Lawder, Chief Experience Officer,
ASAPP

ASAPP Michael leads the Customer Experience team at ASAPP. He has deep experience in transforming great companies and brands into customer-first organizations that, in turn, deliver great customer experiences, build loyalty, and drive better business results. Prior to joining ASAPP Michael held CX leadership roles at Samsung, Electronic Arts, and Apple. He is a passionate customer advocate.

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On-demand webinar
Exploring CX and New Revenue Center