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Text Content

Webinar


SUMMARIES THAT DON'T SIT ON THE SHELF
CAPTURING INSIGHTS AND REDUCING AHT IN 2024


Register Now


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WEDNESDAY, JANUARY 31, 2024
2:00PM ET/11:00AM PT



Capturing crucial context usually suffers with the fast-paced demands of modern
CX. Agents must help the customer while both finding information and tracking
all pertinent details. Customers get frustrated, agents deal with distraction,
and the business isn’t actually getting the insights it needs.

Join Michael Lawder, former CX leader at Apple, Samsung, and EA and current
Chief Growth Officer at ASAPP, and Joe Ciuffo, Head of Marketing at ASAPP as
they will take listeners through the best practices, processes, and technology
that will unlock the value that summarization efforts are meant to deliver
without the traditional burdens that it imposes.

Attendees will learn:

 * Best practices for summarizations, ACW, reducing AHT, keeping agents focused
   on the customer, and how some of the best companies in the business tackle
   it.
 * A step-by-step guide to the business value that you should target with your
   summarization efforts.
 * How AI will bolster your summaries, cut AHT, and deliver transformational
   value.
 * Why AI-powered summaries are the best place to start your journey with AI.
 * What to consider when evaluating AI solutions.

Register now to secure your spot. 






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SPEAKERS




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JOE CIUFFO | HEAD OF MARKETING AT ASAPP

Joe has been leading teams at CX companies since 2015, ranging from Solutions
Engineering to Product Marketing. With experience at Interactive Intelligence,
Genesys, and Gladly, Joe brings a diverse point of view on the challenges
contact centers are facing today. Joe currently leads the marketing department
at ASAPP.


 


MICHAEL LAWDER | CHIEF EXPERIENCE OFFICER, ASAPP


Michael leads the Customer Experience team at ASAPP. He has deep experience in
transforming great companies and brands into customer-first organizations that,
in turn, deliver great customer experiences, build loyalty, and drive better
business results. Prior to joining ASAPP Michael held CX leadership roles at
Samsung, Electronic Arts, and Apple. He is a passionate customer advocate.


KUMAR PARAMASIVAM | GLOBAL HEAD, TRAVEL & HOSPITALITY AND PROFESSIONAL SERVICES
VERTICALS AT INFOSYS


Kumar Paramasivam is the global head of Infosys’ Travel and Professional
Services verticals. He leads a team of business, technology and outsourcing
experts that helps businesses leverage technology to deliver superior results.
Kumar works with travel service providers, travel technology firms, industry
bodies and firms providing professional services such as accounting, tax and
consulting.


FRANCESCA DEVRIENT | GLOBAL SENIOR DIRECTOR, CS PRODUCTS AT BOOKING.COM

Francesca is a confident business strategist and transformation leader working
at C-suite level. Experienced at building cutting edge Tech strategies and
transforming organizations to accelerate growth and scalability in complex
business environments whilst maintaining and growing high-performing global
teams. Excited to be building future solutions and efficiencies with the help of
AI and other emerging technology.


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