The Media Leaders’ Virtual Roundtable

An exclusive virtual discussion for senior CX leaders

Hosted by Ada Support, The Media Leaders’ Virtual Roundtable offered an intimate online forum for senior business leaders from media firms.

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?

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

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, 11th of November, 2020

2:00 PM Eastern Time

Attended by:

CMO and CPO at Applicaster
Executive Producer of Disney + at Disney
Head of Global Marketing & Brand Partnerships at BroadbandTV
Head of Customer Care at Financial Times
Head of International Marketing at ESPN
Sr. Director of Infrastructures & Operation at Videotron
Sr. Director Loyalty Operations at Rogers Communications
Sr. Director of Program Management at New York Public Radio
Sr. Manager of Research Manager at SambaTV
Director of Research & Insight at Bustle Digital Group
Manager of Customer Success at LexisNexis
Client Manager at LexisNexis

Hosted by:

Martie BautistaThe Media Leaders’ Roundtable