The CX Leaders’ Virtual Roundtable

An exclusive virtual discussion for CX leaders across the United States & Canada

Hosted by Ada Support, the CX Leaders’ Virtual Roundtable was set up to offer an intimate online forum for senior business leaders responsible for eCommerce and retail from prominent firms across the United States & Canada.

Our discussions are very much inclusive and involve all the wealth of experience from the senior peers.

The Changing Landscape of Customer Experience

Customer expectations have been changing and COVID-19 has certainly magnified this shift. Digital channels serve as viable gateways for on-demand support, but as inquiry volumes skyrocket, customer support failures continue to plague most companies using Salesforce Service Cloud without automation. Mundane tasks that make up the bulk of customer inquiries can be automated without flooding your call center – but only with the right AI-powered platform. CX leaders are seeking solutions that can scale and expand to meet unprecedented demand, while still exceeding customer expectations. Are businesses ready for an automated-first support strategy?

  • How is AI currently helping agents provide better customer service?
  • What types of customer service interactions represent the best opportunities for automated interactions? Has this changed given the current environment?
  • What are some strategies for achieving optimal human capital with digital transformation?

1:55 pm: Guests to check-in online
2:00 pm: Welcome by The Ortus Club
2:10 pm: Introduction of participants
2:20 pm: Short address from Ada
2:30 pm: Discussion instigated by the moderator and continued by the group
3:30 pm: End of session

 3:55 pm: Guests to check-in online
4:00 pm: Welcome by The Ortus Club
4:10 pm: Introduction of participants
4:20 pm: Short address from Ada
4:30 pm: Discussion instigated by the moderator and continued by the group
5:30 pm: End of session

Ada was built by founders Mike Murchison and David Hariri, with the understanding that live agents have more to contribute in responding to frequently asked questions and appreciation of a customer-eccentric approach. 

Ada focuses on customer service that is not only authentic and simple but efficient and scalable. Thus, ultimately launching an on-demand, self-service support, with the knowledge that they could deliver a product that would offer a highly personalized and engaging opportunity for automation across the customer journey.

Wednesday, 22nd of July, 2020

2:00 PM / 4:00 PM (EDT)

Attended by:

Head of Customer Success at Uber
Head of CX at LeaseAccelarator
Head of CRM at AirBNB
Senior Director of Global Customer Experience Strategy at EventBrite
Senior Director of Product Information at DocuSign
Director of Customer Success at Descartes Systems Group
Director of Business Development at Verizon
Director of User Experience at Ellucian
Director of Customer Insights at Intuit
Director of Customer Experience at Charter Communications
Director of Customer Service at ThriftBooks
VP of Loyalty Solutions at Mastercard
VP of Customer Service at Sun Basket
VP of User Research & Product Experience Design at Mastercard
VP of Customer Success & Operations at Aurea Software
VP of Product Management at Ellie Mae
RVP of SMB at DocuSign

Hosted by:

Martie BautistaThe CX Leaders’ Roundtable