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What if the real promise of AI in managing customer relationships isn’t replacing people, but redefining the role those people have in delivering high quality CX?
In this webinar, industry visionaries Jon Lamont and Scott Kendrick will explore the future of customer engagement, examining how AI can augment agents, not just to reduce effort or cut costs, but to build a collaborative environment focused on better customer outcomes. By drawing lessons informed by boardroom ambitions along with the realities of frontline agents, they’ll examine what it takes to prepare teams for this evolution.
You’ll discover:
As Vice President of Client AI Automation, Jon is focused on helping CallMiner’s clients develop practical AI automation strategies that deliver measurable ROI. He brings more than 20 years of contact center operations experience on the same side of the table as CallMiner’s customers, owning P&Ls, deploying technology that moves the needle, and building teams across domestic and international operations spanning eight countries.
At Mint Mobile, he stood up the care revenue operation from ground zero, deployed AI-powered voice, chat, and conversational analytics at scale, and transformed the care organization into a profit center before leading the operation through the $1.35B T-Mobile acquisition. At Viasat, he grew sales 42% in his first year and increased average revenue per subscriber by 127% before being selected to launch their European operations. Jon started his career on the phones in the BPO industry and worked his way up to AVP at Xerox, deploying the latest technology and pioneering pay-for-performance models that aligned customer, company, and employee incentives for brands including Nextel, Sprint, Cox, AT&T, and DIRECTV. The teams and operations Jon has built have generated well over $1B in recurring subscriber revenue while reducing costs and transforming customer experience at every stage of the journey.
Scott is responsible for steering CallMiner's strategic direction to ensure sustained growth, market dominance, and increased adoption of conversation intelligence across emerging market segments and use cases, all aimed at enhancing business performance within the contact center and throughout the organization. Additionally, he is accountable for cultivating and overseeing strategic partnerships that facilitate the widespread dissemination of CallMiner's industry leading platform and its expansion through a network of technology providers. Scott brings 30 years of experience in software strategy, product management, design, and marketing, covering a spectrum from consumer applications to enterprise cloud solutions. Prior to joining CallMiner, he served as the Senior Director of Global Product Management at MIVA, an internet search marketing company, and held the position of Director of Product Management and Marketing within the New Ventures division at Corel Corporation, known for their personal and business software products like CorelDraw® and WordPerfect®. Scott holds a Bachelor of Science in Civil Engineering from Queen’s University in Ontario, Canada, and is certified in Pragmatic Marketing and SCRUM methodologies.
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.
