Joining us for an exclusive and intimate dinner at the renowned Smith & Wollensky; were senior executives from Citi, MUFG, Medtronics, Fresenius Medical and Assurant amongst others.

The topic of conversation with their peers and our on-hand experts was on AI and how to lead contact center transformation with real ROI.

With Gen AI no longer hype! It is being deployed with proven ROI metrics by the most savvy contact center leaders. So we looked at how to avoid falling into the abyss of failed implementation and over-hyped technology options.

With a Champagne reception on arrival guests networked before enjoying a gourmet three course dinner.

Over dinner various case studies were discussed, including how healthcare technology company Accolade transformed member care with Summarization AI, reducing after-call tasks by more than 50% and increasing service quality and productivity while reducing costs.

There are of course many pitfalls to navigate as well – complex implementations, resistance to adoption by agents, and lack of customization to your business needs.

Key take-aways for attendees included –