The CX Leaders’ Virtual Series

An exclusive virtual discussion for IT and CX leaders from the CPG sector

Hosted by Ada Support, the CX Leaders’ Virtual Series offered an intimate online forum for executives responsible for CX, IT and Marketing from the CPG sector 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 in the CPG sector

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 and short address from Ada
11:20 am: Discussion instigated by the moderator and continued by the group
12:30 pm: End of session


1:55 pm: Guests to check-in online
2:00 pm: Welcome by The Ortus Club
2:10 pm: Introduction of participants and short address from Ada
2:20 pm: Discussion instigated by the moderator and continued by the group
3:30 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, 19th of November, 2020

11:00 AM / 2:00 PM EST

Attended by:

CMO at Fabindia
Head of CX at CEMEX
Head of HR & CX at Kesko Senukai
Director of Global Services at Hewlett Packard Enterprise
Director of Digital Marketing at Crafts Group
Director of Digital & Customer Transformation at HP
Director of E-Commerce at Yamaha Corporation of America
Director of CX at Virtuo Technologies
Director of IT at Spencer’s TV & Appliance
Deputy Director of Product at Walmart
VP of Product Management at TSIA
AVP of Advanced Analytics & Data Science at L’Oreal
Sr. Manager of Digital Product Experience at Hanesbrands

Hosted by:

Martie BautistaThe CX Leaders’ Series