Replay Available: ICMI's leading experts discuss the brass tacks of the state of AI implementation and use in the contact center.
We will cover:
- A pulse check of where contact centers are on the maturity and adoption scales for AI implementation and management
- Case studies and lessons learned from actual AI deployments
- Examples of AI use cases
- Strategic insights and guidance for how to address common hurdles in implementation
Hear from ICMI founder and Senior Advisor, Brad Cleveland, and ICMI's expert AI senior consultants: Josh Streets and Steve Campbell.
Speakers:
Brad Cleveland, Senior Advisor & Co-Founder, ICMI
Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today's service leaders – Apple, HP, American Express, and others – among his clients. Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world. One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant. His current research is focused on the future of customer service.
Josh Streets, CEO and Founder, Scoreboard Group Consulting
Josh Streets is Founder and CEO of Scoreboard Group Consulting, as well as a Sr. Certified Consultant for ICMI. He has spent the last 20+ years in contact center leadership, executive leadership, consulting and advisory. He is widely known as a thought leader in the industry, working alongside many of today's leading brands. Transformation and modernization of customer and employee experiences has been his career long purpose. Josh's engagements traditionally meet at the intersection of CX, AI, Ops & I.T. He is a strategist at heart, who enjoys being the liaison between executives to assess, create and deliver strategy + tactics toward best in class CX. Josh is a sought-after speaker who has presented at many leading industry events over the years including Execs in the Know, ICMI Expo, Quality & Training Conference, GTACC Roundtables, Service Management World, etc. You can always find his most recent thoughts and opinions on the future of contact centers and AI via LinkedIn.
Steve Campbell, Senior Contact Center Consultant, Team Rebus
Steve Campbell is a seasoned contact center consultant with over 27 years of expertise. His extensive knowledge of best practices, industry standards and contact center technology has made him a trusted partner for companies across the globe. His distinguished career is defined by his ability to swiftly pinpoint and address challenges in the contact center, while his pragmatic approach has earned the trust of clients, thus resulting in hundreds of successful engagements. With a track record of delivering tangible results, Steve Campbell is your go-to consultant for navigating the complexities of the contact center industry and driving operational improvements. Steve earned his undergraduate degree in aerospace engineering from Virginia Tech, is an accomplished ultramarathon runner and resides in Richmond, VA with his wife and daughter.
Todd Piccuillo, Director, Training and Services Sales, ICMI
Moderator: Daniel Thomas, Principal Analyst, ICMI
