Events Add an event Speakers Talks Collections
 
Duration 28:09
16+
Video

CX Automation Roadmap: Lessons from Experiments in AI and RPA

The audio is available only after a purchase
To tickets
Colin Crowley
SVP, Customer Experience and Playwright at Albert
  • Video
  • Audio
  • Table of contents
  • Video
  • Audio
Request Q&A
Request Q&A
Video
CX Automation Roadmap: Lessons from Experiments in AI and RPA
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22
Add to favorites
0
I like 0
I dislike 0
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22
  • Description
  • Transcript
  • Discussion

About the talk

CX automation was a top investment priority for 2019, with hype effervescing around chatbots, RPA, and AI to streamline administrative and personnel costs in CX.  This session will examine three case studies using AI and RPA technologies, from successes to failures. Take away specific solutions to:

•    Learn about some latest technology to grow customer satisfaction and efficiency in CX

•    Dos and don'ts for applying AI and RPA technologies

•    Lessons learned to maximize the use of AI and RPA

Getting more value of automation for ultimate CX

00:00 Intro

00:34 Colin Crowley

00:57 Agenda

01:50 Freshly is

03:01 Substantial success

03:20 The Problem/ The Solution

05:54 Example

08:00 Result

09:25 Lessons

12:50 Moderate Success

13:20 The Problem/ The Solution

15:45 Result

17:30 Data visualization

18:43 Lessons

20:28 Learning Opp

20:35 The Problem/ The Solution

22:07 Example

23:55 Result

25:11 Lessons

28:04 Thanking

About speaker

Colin Crowley
SVP, Customer Experience and Playwright at Albert

I am an experienced executive with a background in customer engagement, product management, communications, security studies/international relations, theater (playwriting especially), and not-for-profit fundraising and leadership. I studied history, political science, and national security at Northwestern University and Georgetown University and I have served as a researcher and editor at prestigious think-tanks in Washington DC. Transitioning to the business world, I spent six years working at the e-commerce giant TicketNetwork, finishing my career as AVP of Consumer Transactions, where I founded a department of 14 people whose purpose was to grow loyalty and retention among our key customers through specialized customer service. Following that, I served as the inaugural VP of Customer Experience at the fast-growing food tech company Freshly, where I built a customer service department of 350+ people, creating structures and procedures where none existed and building quality control standards to ensure best-in-class service for our customers. Currently, I’m SVP, Head of Customer Experience at the fintech company Albert. On a more personal level, I am a produced playwright who has been recognized in over 50 national and international playwriting contests and whose plays have been performed/produced across the United States (including simultaneously on both coasts). Specifically, my plays have been performed in Washington (state), New Jersey, Massachusetts, Vermont, Kentucky,

View the profile
Share

All right. So now we're coming out of school next session here and you've already heard from calling the past part of the panel, but he's going to hear talk a little bit more about the CX automation roadmap lessons in AI in RPA learning-focused as a way of improving the customer experience. Colin more about the lessons. He's learned. Hello everyone like you to be here, my name is Colin Crowley and I am the VP of customer experience at freshly. We're going to be talking today about this traffic to CX, automation, roadmap lessons from experiments in AI in RPA.

Asian is as follows. I'm basically going to present three different case studies to you involving experiences. We can freshly customer support of had when it comes to utilize a a i n r p Technologies to make life more efficient for agents, more productive and also to increase the customer experience as well. I've talked about industry case studies both so that we can focus on different types of technology so we can discuss during levels of success. With these case study. The first case study will be a

substantial success as I caught and that will involve in bracing. Rph. Automate mundane, repeatable tasks. The second case, study will focus on a moderate success, which is adopting a high bass tagging software to automate information-gathering. The third case study will be why I called learning opportunity because something, I'd want to call it a failure and that involves utilizing a, i baste a Genesis technology to increase. Floyd productivity. I wanted to start off by talking a little bit, especially if you haven't heard of us, we had freshly are a direct-to-consumer

Full transcript of the talk will be available after the purchase
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22
Cackle comments for the website

Buy this talk

Access to the talk “CX Automation Roadmap: Lessons from Experiments in AI and RPA”
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22

Ticket

Get access to all videos “9th Annual Customer Experience Strategies Virtual Summit”
Available
In cart
15 587 ₽
15 587 ₽
$199
$199
€ 180
€ 180
A$285
A$285
£150
£150
Ticket

Interested in topic “Banking and Finance”?

You might be interested in videos from this event

February 10 - 11, 2021
Online
16
30
covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

Similar talks

Sara Schmidt
Vice President, Enterprise Strategy at Agriculture Financial Services Corporation (AFSC)
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22
Vasco Pedro
Co-Founder and CEO at Unbabel
+ 1 speaker
Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
+ 1 speaker
Available
In cart
2 264 ₽
2 264 ₽
$29
$29
€ 27
€ 27
A$41
A$41
£22
£22
Available
In cart
2 264 ₽
2 264 ₽
$29
$29
€ 27
€ 27
A$41
A$41
£22
£22
Bryon Thomas
VP of Marketing at Playvox
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22

Buy this video

Video
Access to the talk “CX Automation Roadmap: Lessons from Experiments in AI and RPA”
Available
In cart
2 272 ₽
2 272 ₽
$29
$29
€ 27
€ 27
A$42
A$42
£22
£22

Conference Cast

With ConferenceCast.tv, you get access to our library of the world's best conference talks.

Conference Cast
909 conferences
36259 speakers
13921 hours of content