Smarter CX, Bigger Impact: Transforming Customer Experiences with Google AI
Wednesday, March 12, 2025
2:00 PM Eastern Daylight Time
1 hour
Register Now!
Companies with higher customer loyalty scores delivered 3.5 times more cumulative shareholder return over ten years, according to Bain & Company. Come learn how companies across the retail, financial services, telecom and healthcare industries have delivered real-world business impact by improving customer experience, employee productivity and lowering costs with Google AI.
Hear how TTEC’s Customer Care BPO operation is delivering higher NPS scores and cost savings. We will also demonstrate the Google AI-powered Customer Engagement Suite they deployed to meet self-service targets, provide agent assistance, and improve operations with AI-powered insights.
Key Takeaways:
- Transform Customer Experiences: Learn how hybrid conversational AI agents provide personalized customer engagements at every touchpoint, leading to improved satisfaction and loyalty.
- Improve Employee Productivity & Experience: See how AI monitors customers sentiment in real-time, and assists customer service representatives by proactively providing answers, call summarization and real-time coaching to drive up customer satisfaction scores.
- Deliver Value Faster: Bring your own CRM and data using Google’s 30+ data connectors and 70+ action connectors to the most commonly used CRMs and information systems. Use Google’s pre-built AI agents for common use cases or easily build AI agents with no code.
Speakers:
Brian Cantor
Principal Analyst, CCW Digital
Brian is Managing Director, Digital at Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s series of special reports. Additionally, he serves as managing editor for CW Digital, is the largest web publication and community for customer experience professionals. CCW Digital’s articles, commentaries, infographics, executive interviews, webinars and online events reach a community of over 150,000.
Antony Passemard
Director of Product Management, Applied AI Customer Experience, Google Cloud
James Bednar
Vice President Of Product and Innovation, TTEC