Join us for an immersive session delving into the transformative power of AI within customer experience (CX). Discover how embracing an AI-centric approach and harnessing customer intelligence can revolutionize decision-making processes. Elevate your contact center to new heights, aligning seamlessly with the dynamic needs of your customers, and ensuring unparalleled service excellence.
In this session, Geoff Reimer, Dialpad's VP of Engineering, will engage in a captivating conversation with Fernan Kalaw of Tucows, a global technology company renowned for its innovative approach to customer support. Known as the "Mary Poppins of Customer Support," Fernan will share insights on leveraging AI to elevate CX to unprecedented levels, while streamlining support systems. Learn firsthand how Tucows has harnessed AI to provide real-time assistance to frontline staff, enhancing the employee experience and transforming their contact center into a hub of innovation and efficiency.
We will explore what it means to:
Streamline coaching processes, monitor adherence to best practices effortlessly, and automatically gauge customer satisfaction levels.
Accelerate onboarding procedures, swiftly address customer inquiries with instant answers, and enhance deal closures with greater efficiency.
Gain immediate access to transformative tools that drive business growth and success.
FEATURED SPEAKERs
Geoff Reimer
VP - Sales Engineering, Dialpad
Geoff Reimer is Vice President of Sales Engineering at Dialpad, a software-defined, cloud-first communications platform serving modern enterprises with AI across voice, video collaboration, messaging, and contact centers. With experience in every aspect of Unified Communications, from Pre-Sales Design to Implementation and Support, Geoff has held previous Sales Engineering and Solution Architect roles at Unified Communication providers Nortel, Avaya, Poly and Fuze. He is passionate about helping enterprises transform their communication platforms by leveraging artificial intelligence to run a more productive business.
Fernan Kalaw
VP of Customer Care (Domain Services), Tucows
Fernan is the Mary Poppins of Customer Support, but with a modern twist who's able to magically transform the customer experience (CX) with his expertise in streamlining processes, building a solid support foundation for scale, and fostering a culture of excellence. With a passion for customer support dating back to 1999, Fernan has been a driving force in the industry for over two decades, having led global and domestic support teams for a variety of industries including finance, service, high-tech, gaming, and SaaS. Fernan's secret to success? Cultivating a top-notch team, a servant-leadership culture, and implementing cutting-edge support processes that deliver results and supercalifragilistic customer experiences.
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