The CX Leaders’ Virtual Series

An exclusive virtual discussion for IT and CX leaders from the Telecommunication 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 Telecommunication 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 Telecommunication 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.

Tuesday, 8th of December, 2020

11:00 AM / 2:00 PM EST

Attended by:

Head of CX at BT
Head of Customer Marketing at Ruby
Executive Director of Digital & Customer Experience at Comcast
Sr. Global Director at Lifesize
Sr. Director of Operations Strategy at Charter Communications
Director of Project Management at Glentel
Director of Customer Service Design at Rogers Communications
Director of CX at Verizon
Director of CX & Technology at CCI Systems
Director of Customer Care at BT
Director of Strategic Communications & PR at Ruby
Director at Rogers Communications
Assoc. Director of UX at Critical Mass/AT&T
Assoc. Director of Digital Brand at Bell Canada 
Sr. Manager of Digital Operations at T-Mobile
Sr. Manager of CDM Customer Operations at CenturyLink
Sr. Manager of Marketing & CX at Hughes
Sr. Manager of UX & UI at BT
Sr. Manager of Engineering at Spirent Communications
Manager of IT Operations at Northwestel
Manager of Regional Field CX at Sonim Technologies
Manager of Customer Intelligence Operations at Zayo Group
Manager of Principal Business at AT&T
Manager of National Senior Sales at Bell Canada
Manager at Charter Communications
Customer Support Engineer at MTS

Hosted by:

Martie BautistaThe CX Leaders’ Series