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AI-powered automation is rapidly transforming customer service, helping organizations reduce costs, increase efficiency, and expand self-service capabilities. But as automation programs mature, many leaders are discovering a critical challenge: traditional metrics like containment rates and completion rates reveal very little about the actual customer experience.
A customer interaction can be "contained" without being resolved. Customers can abandon a conversation, switch channels, call back later, or simply give up entirely, while automation metrics continue to indicate success.
Join Max, "Gris”, and M.J. for an executive discussion on the next phase of AI-powered customer service.
Drawing on Forrester research, Estafeta's real-world experience, and CallMiner's analytics expertise, this webinar explores how leading organizations are moving beyond traditional automation measures to understand whether automated experiences are delivering value for customers and the business.
Attendees will learn:
As organizations pursue greater automation, the winners won't be those that automate the most. They'll be the ones that understand the customer experience they're creating and can continuously improve it with confidence.
Maria Griselda "Gris" Hernandez Fabregas is Chief Commerical Officer (COO) at Estafeta Mexicana. Responsible for the Commercial and Marketing departments at Estafeta Mexicana. This role allows her to develop strategies with a comprehensive vision that generates value for the organization. Her career has established her as an executive with a multidimensional view of the industry. She is an expert in creating differentiated value propositions that, based on short-, medium-, and long-term strategic plans, result in business growth, customer retention, competitive advantage, excellence in customer experience, and the development of strong strategic relationships. Additionally, she is a leader known for talent development and specializes in building high-performance teams. She has extensive experience in company management and as a consultant for startups. She also serves as an independent board member for Mexican companies.
She holds a degree in Industrial Engineering from Universidad Panamericana, a master’s in administration, and a specialty in Senior Management from ITESM Campus Estado de México. She has also completed a Leadership Program and an independent board member program from EGADE and SMU-Cox for Latinoamerican boards. Recently, she participated in the AD2 Senior Management Program at IPADE, the Executive Program at Northwestern University's Kellogg School of Management and recently an Executive Program in Harvard Business School.
Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
Previous Work Experience Prior to joining Forrester, Max worked for several contact center and enterprise collaboration vendors. He worked most recently at RingCentral, where he was director of product marketing for contact center. While there, he helped launch Engage Digital and Engage Voice, the first contact center offerings fully owned by RingCentral. Prior to that, he held product management and marketing roles at technology vendors 8x8, Inc., Genesys, and Edify.
Education Max earned a bachelor’s degree in communications from Stanford University.
M.J. Johnson comes to CallMiner with a wealth of go-to-market experience. He’s held product marketing leadership roles in a wide range of companies, from large enterprises like Adobe and Akamai, to early-stage startups. Sales teams take note: he’s always hungry to meet with customers and prospects, where he believes the most important conversations take place.
Most recently he led the product marketing team at Acquia, where he helped define and establish Acquia's Digital Experience Platform go-to-market, while working closely with members of the Drupal open source community.
In addition to his passion for technology and storytelling, he loves discussing moviemaking, funk and jazz, and the Red Sox. He is also a proud “Solar System Ambassador” volunteer for NASA/JPL.
