The CX Leaders’ Virtual Series

An exclusive virtual discussion for CX leaders across the retail sector

Hosted by Ada Support,The CX Leaders’ Virtual Series offered an intimate online forum for senior business leaders responsible for eCommerce and retail from prominent firms across the United States, Canada and Europe.

Our discussions are designed to be very inclusive and interactive, ensuring to leverage the wealth of experience from your 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 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?

10:55 am: Guests to check-in online
11:00 am: Welcome by The Ortus Club
11:10 am: Introduction of participants
11:20 am: Short address from Ada
11:30 am: Discussion instigated by the moderator and continued by the group
12:30 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.

Thursday, 22nd of October, 2020

11:00 AM EST

Attended by:

Co-Founder and CTO at Thrive Market
SVP of CX Strategy at TrueCar
VP of CX Strategy at TrueCar
VP of Customer Service & Team Sales at Spiraledge
VP of Marketing at NYDJ Apparel
VP of Sales & Service at Blue Nile

Hosted by:

Martie BautistaThe CX Leaders’ Series