Contact Center Transformation With AI

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 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.