Beyond Omnichannel: Unifying Customer Service Channels With AI

Thursday, March 10, 2022
12:00 am

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Consumer-focused companies have made significant investments to deliver an omnichannel service experience for their customers while improving labor efficiencies. However, challenges remain in attaining desired levels of digital containment, and customers are often faced with a disjointed and less-than-ideal experience when needing real-time assistance. Is this really the omnichannel companies were aiming for?

Join us to discuss the future of customer service and how deploying AI & NLP customer experience focused solutions can lift organizations beyond disjointed omnichannel to a more seamless experience that better serves customers, enables more accessible self-service, and delivers significant business value via increased contact deflection rates. In this webinar, we will be discussing:

  • How many existing customer service models unnecessarily limit how businesses can help their customers
  • The attainable future of seamless customer service with AI & NLP
  • How to take the next step in transforming your customer service experience model

This webinar has passed, but follow our LinkedIn page for updates on upcoming webinars!

1904labs is an AWS consulting partner, focusing on transforming contact centers with Amazon Connect and Lex. This webinar is part of a series with upcoming topics for 2022 that include vertical deep dives on the customer service journey in industries like healthcare, financial services, and more. Follow us on LinkedIn for updates!


Tom Thelen
Tom Thelen
Director of AI-Enabled Customer Service Solutions at 1904labs

Currently the Director of AI-Enabled Customer Service Solutions at 1904labs, Tom has spent the last seven years managing national technology programs at Centene, including its omnichannel customer service product strategy. With a proven track record both in consulting and internally driving enterprise technology initiatives, Tom’s focus is on leveraging technology solutions to drive results, grow revenue, and enable innovation.

Carol Righi
Carol Righi
Human-Centered Design and Research Practice Lead

Carol Righi has been a practitioner of Human-Centered Design for more than 25 years. She is widely considered an HCD thought leader; has extensive experience in research, design, and management; is widely published; and has presented at numerous professional meetings worldwide. She is co-author of “User-Centered Design Stories” and “User-Centered Design: An Integrated Approach.”

Carol has engaged in over 350 HCD projects for customers such as Google, Yahoo!, Amazon, IBM, Scottrade, Wells Fargo, BJC, Fidelity, Mapquest, MetLife, and many others. She is a member of the User Experience Professionals Association and ACM’s SIGCHI. She is a founding member of the UTEST Advisory Council. She serves on the editorial board of the peer-reviewed “Journal of Usability Studies” and is frequently sought out to review journal articles, conference submissions, books, and other scholarly and professional works. Carol was Usability Co-Chair for CHI 2007.

Carol’s past positions have included Usability Manager at IBM Personal Software Products, Director of User-Centered Design at Perficient, and Manager of Academic User services at Teachers College, Columbia University. Carol received her undergraduate degree in psychology in 1981 and her PhD. educational psychology in 1988, both from Fordham University in New York City.

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