february, 2021

02feb1:25 PMZone 2. Designing the (Conversational) AI Experience with the Human Perspective1:25 PM EST Fab Facilitator:      Mark Landry, Vice President of Product, SmartAction Rockstar Insights: Joe Russo, Assistant Vice President, Automotive Services, AAA – The Auto Group

Event Details

Join Hollywood screenwriter and conversational AI guru, Mark Landry, to learn about his CX Design team’s method for infusing an AI-driven interactions over voice with a seamless CX. In collaboration AAA executive, Joe Russo, AAA’s emergency roadside assistance application will get a “design makeover” from Landry on how to take a dull and robotic experience to a user-friendly and empathetic experience that delights customers and drives higher containment.

Call to Action:

  • Execute on the most important principles for human-centric design
  • Benchmark with real-world examples showcased by AAA and others
  • Leverage schematics of successful interactions
  • Identify how data + business logic keeps virtual agents in their “swim lane”


(Tuesday) 1:25 PM EST

Rockstar Insights

Joe Russo, Assistant Vice President, Automotive Services, AAA – The Auto Group

Why You Should Listen to Joe:

Joe brings over 20 years of contact center experience to the Auto Club Group’s automotive services emergency roadside service contact center operation. He began his contact center career in a technical support center growing through various roles in the operation from front line consultant through senior leadership in technical and non-technical environments, both in BPO (business process outsourcing) as well as in direct capacity, driving customer positive experience through process improvement and technology engagement.

Fab Facilitator

Mark Landry, Vice President of Product, SmartAction

Why You Should Listen to Mark:
Mark brings over 15 years of screenwriting, conversation design, and software program management experience to SmartActions product leadership. Having designed thousands of conversations, experienced by tens of millions of people across the globe, his focus on empathetic design makes SmartActions customer experiences the industry leader in conversational ergonomics.