Mario Matulich

Executive Director
CCW Digital

10:30 AM PROJECT ANALYSIS: Implementing an AI-Powered Chat Solution

Aritifical Inteligence can transform IVR and basic chatbot functionality into a powerful tool for customer engagement. Vimeo’s Laura Marciano spearheaded a return management system that is completely automated. The chat functionality associated with the new system has taken their customer engagement to a whole new level enabled by the power of artificial intelligence. Hear Laura’s journey in chat solution implementation and some of her best practices for leveraging technology for enhanced customer value.

1:30 PM PROJECT ANALYSIS: Integrating CRM and Knowledge Base for Optimized Employee Engagement

Disparate technology systems continue to be one of the biggest challenges preventing employees from delivering world class service with speed and efficiency. Morever, troublesome technology is one of the leading pain points in employee journeys. In this session, hear a case study of one specific technology integration project, specifically blending a CRM system with the orgnaiztaional knowledge management solution. Learn how to overcome challenges in integration implementation and the next steps for how to retrain employees on newly integrated systems quickly.


Check out the incredible speaker line-up to see who will be joining Mario.

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