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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

Click on session titles for full session descriptions. All times noted are in EST.

Session 303: Maximizing Impact: Leveraging Technology to Drive Experience


Doug Rabold  (Principal Consultant, Bold Ray Consulting)

Date: Wednesday, May 15

Time: 2:20 pm - 3:05 pm

Session Type: Session

Vault Recording: TBD

The pandemic ushered in three years of intense focus on Customer Experience - driven in great part by improved agent quality. As we've emerged from the COVID era to a slowing economy, many organizations find themselves in cost-reduction mode. Yet the proverbial genie has left the bottle when it comes to customer expectations of service and support. It is in this context that various technologies - led by a host of AI, ML, and LLM solutions - have grabbed the headlines and captured the attention of the C-Suite.

Join Doug Rabold as he explores leveraging such tools to meet heightened customer expectations while simultaneously reducing support costs.


Technology can:
1) Improve quality
2) Reduce or optimize costs
3) Introduce risks

BONUS: There are four roles ("The Four C's") where Generative AI can best be leveraged.