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
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
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:
(Tuesday) 1:25 PM EST
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.
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.
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.