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REDUCING CUSTOMER EFFORT AND LOWERING OPERATING COSTS IN THE POST-AI ERA




Dec 05, 2024

3:00 PM - 4:00 PM


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SPONSORED BY



Speakers
 * Speaker Andrew Cammer Customer Experience Leader, Global Collaboration Sales
   
   With 18 years in the Collaboration industry, Andrew Cammer leads a team
   helping global customers and partners maximize Cisco’s Cloud Collaboration
   technologies. In 2023, he became Customer Experience Leader, focusing on
   CCaaS and CPaaS portfolios. Since joining Cisco in 2011, Andrew has worked
   closely with internal IT, HR, and Real Estate teams to implement hybrid work
   models that enhance productivity, talent retention, and cost efficiency.
   Before Cisco, he held various roles at Avaya, including leading Tier 3
   Technical Support for Latin America and Global Solutions Architecture. Andrew
   holds a B.S. in Electrical Engineering from FEI (Brazil), an MBA from the
   University of Miami, and executive training from IMD (Switzerland), where he
   won Innovator of the Year.

 * Speaker Safwat Alshawaf Account Executive for the Contact Center
   
   With over 21 years of experience in the Saudi Arabian ICT industry, Safwat
   Alshawaf have successfully led and expanded operations for numerous
   international vendors, driving substantial growth and success. As an
   innovative leader with extensive experience in contact centers, customer
   experience, sales, and delivery, Safwat Alshawaf have a proven track record
   of delivering high-performance, profitable customer engagement solutions to
   customers. Joined Cisco recently as an Account Executive for the contact
   center based out of the Cisco Regional Office in Saudi Arabia to help driving
   the growth of Cisco’s customer experience/customer engagement business in
   Saudi Arabia.


REDUCING CUSTOMER EFFORT AND LOWERING OPERATING COSTS IN THE POST-AI ERA

THURSDAY, DECEMBER 5TH | 3:00 PM KSA (GMT+3)

 

For nearly half a century, the burden of resolving a customer’s concern has
fallen on the shoulders of the customers themselves.  Organizational
cost-reduction pressures have driven self-service initiatives which often
increase the effort (and frustration) for customers in need of support.  And
while AI has shown great promise to reduce the need for live assistance, what
will AI do for customers (and agents) once the "easy" interactions have been
addressed?  

Cisco believes there is a better way to reduce the cost to serve, reduce
customer effort and create a highly effective customer journey by focusing on
three key moments that matter:

1. When a problem or opportunity is identified
2. When a live resource is required
3. When a new learning occurs

This session will help you understand how Webex is delivering highly-connected,
AI-powered customer journeys across voice and digital channels, while also
providing the visibility you need to refine your CX strategy with each future
interaction at a lower cost. We'll explore how Webex Contact Center customers
have leveraged Cisco solutions to achieve the right balance of assisted and
unassisted support, improving both contact center efficiency and customer
experience outcomes.

Join us for this informative session and discover how your organization can
harness the power of AI to stay ahead. Register today!  

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