Sep 13, 2022 - Sep 15, 2022
CCW Modernizing Service Experiences with AI & Digital
To modernize service experiences, organizations must expand their focus beyond their current state of CX and identify future opportunities for innovation. As customer expectations evolve, companies must implement strategies that empower them to optimize and improve over the long term.
Kacey Tolua, Senior Director of Channels and Self-Service at Marriott International, leads this conversation touching on the evolution of her digital IVR journey to secure containment and cost reduction in the contact center. By optimizing her associates’ and customers’ experiences, Kacey and her team are working to innovate and improve experiences while simplifying the end-to-end journey.