Biography
Ed brings over three decades of experience in customer experience, focusing on the practical application of technology to solve business challenges. His expertise spans sales engineering, consulting and leadership, with a particular emphasis on:
- Contact Centre
- Artificial Intelligence and Analytics
- Employee Engagement
- Business Intelligence
- Cloud Solutions
Ed's approach is rooted in understanding how businesses can effectively purchase, adopt, and utilize these technologies to achieve tangible results. His strength lies in bridging the gap between human needs and technological capabilities. He believes in deploying tools that enhance rather than complicate work processes, helping businesses adapt to increasing demands.
Join us to hear Ed's perspective on integrating technology thoughtfully to drive your business forward.
Presentation Title and Synopsis
Unlocking The Power of Interaction Insights
Ed's presentation explores the notion that Generative AI has fundamentally altered every aspect of customer interactions. It explores three key topics to provide a balanced perspective on AI's role in customer experience and contact centre operations:
1. Learning from Others' AI Missteps
- Examine case studies of AI implementation failures
2. Observing AI's Impact on Customer Experience
- How organisations don’t know that AI is upsetting their customers
- Demonstrating Calabrio’s solution – Bot Analytics
3. Leveraging Proven AI Use Cases in Contact Centers - Focus on established, successful applications:
- Summary: Automated call and interaction summaries
- Auto QM: AI-driven quality management and agent performance evaluation
- Auto Categorize: Intelligent categorization of customer inquiries and issues
