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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:
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.
