Join ICMI Sr. Consultant & Practice Leader Josh Streets as he walks through how leading organizations are approaching their AI & Automation Strategy to evolve from a contact center to an experience center. Focusing on solutions to improve the customer experience as well as the employee experience has become a full-time job for many contact center practitioners. And finding the resources and time it takes to align and design an eco-system or shared strategy to support the vision is a serious challenge. This session will explore the landscape, the problems, solutions, best practices, and real-life examples you need to lead your organization forward in the next industrial revolution and achieve ROI.