Salt Lake Customer Event - Final (2)

Re-Inventingthe ContactCenter

Grover

BuildBetter.

beyondteams andtechtotrue partnership. TransformCustomerExperienceandDataOperationsCuttingEffort,SharpeningAccuracy,andgiving AmbitiousCompaniestheCompetitiveEdge. Wedesignsolutionstomeetyourbusinessobjectives

TheStateOfCustomerExperienceToday

Customersolutionshavebecomethefrontlineofbrandsuccess.

25-95%

PROFITINCREASE

RESULTSFROMEVEN JUSTA5%INCREASEIN CUSTOMERRETENTION

OFCUSTOMERS AREBRAND-LOYALANDWILLING TOSPENDMOREFORRELIABLE CUSTOMERSERVICE

OFCONSUMERS

SEEKOUTWAYSTOSUPPORT BRANDSWITHWHOMTHEYHAVE HADAPOSITIVECXEXPERIENCE

95% OFCOMPANIES AREGETTINGZERORETURNFROM THEIRGENERATIVEAI INVESTMENTS-FROM$30BN$40BNINVESTED

MeetYourIntegratedHumanandDigital Workforce

AutonomousAIWorkforce:

AgenticAIoperates independentlytogettasks done.

CompleteProblemSolving: Ithandlesentirecomplex issues,notjustsimple questions.

FreesUpPeople:Itremoves complexitysoyourteamcan focusonProblemSolving and innovation.

Drivingtangible,measurableoutcomes thatmatter:efficiency,growthandcompetitiveness

TheFuture:AnIntegratedHumanandAgenticAIworkforce

Personalized,evolvingAgents withinYOUR ecosystem IntegratePeopleand AgenticAIintoone intelligentsystem, givingyouspeed,scale, andstrategicdepthin everyinteraction.

HumanAgentExceptionServices

PersonalizedSuggestions&Upsells

DetailedReporting&Analytics

PanelDiscussion

ThePremise

Runningacontactcenterisincrediblychallenging,filledwithcountlessfiredrills,late-nightescalations,and unhappycustomers.However,onepowerfultruthwillalwaysremain: Yourbrandisultimatelydefinedbyyourcustomerexperience. Nosingledepartmenthasmoreinfluenceoverthatexperiencethanyourcontactcenter.

Whatdocompaniesdo?

Brandsgoall-inonautomationbecausethereʼsalowercost,higherefficiency,andseeminglyfewerheadaches.

Customer Reaction

Everytimeyourcustomerismetwithabotinsteadofahuman,theyhear:“Youʼrenotthatimportanttousˮ.

Sohowdowerespond-whatdoweneedtoconsider?

● Isthereatippingpointwithautomation-arecompaniesgoingtoofar?

● Isthererightandwrongapproachtoautomation-doesAgenticAIchangethegame?

● Howwillthecustomersreactwitha“level5ˮAgenticAIinteraction?

● ShouldtheContactCenterbean“IntelligenceHubˮ?

CreatinganIntegratedHumanandAgenticAIWorkforce

Strategy&RoadmapDevelopment:

A3HourDeep-Dive

Objective:TodrivetransformationinitiativesthathaveamaterialbusinessoutcomeRevenue,Growthetc)andtocreatehigh-level ideasintoaprioritized,actionableHumanandAgenticAIroadmap.

KeyConcepts&Inputs

● PracticalAI/HumanModelExperience:Howcan weorchestratehumananddigitalworkforces, movingbeyondsimpleAIassistance?

● QLabsInnovation&Cross-IndustryInsights: Leveragingexternalknowledgetoavoidcommon pitfallsandacceleratetransformation.

● From"AIAssisted"to"AIOrchestrated":Shifting themindsetfromtoolsthathelppeopletoan integratedsystemthatdrivesoutcomes.

ExpectedOutcomes

1. AbroadlistofpotentialHumanandAIuse cases,mappedtobusinessfunctions.

2. Aprioritizedshortlistofthemostvaluableand feasibleinitiatives.

3. ClearlydefinedstrategicpillarstoguideourAI efforts.

4. Ahigh-level,12-monthroadmapforthe top-prioritypillars.

5. Clearownershipandanactionplanformoving forward.

Wedesignsolutionstomeetyourbusinessobjectives

Strategy&Roadmap:A3HourDeep-DiveSession Approach:

15mins Alignment&Vision

● Documentlong-termvisionfortheorganization

● Whatdoessuccesslooklikein1824months?

UseCaseBrainstorming

45 mins Prioritization& Feasibility

● Identifykeyareas(e.g.,CustomerExperience,OperationalEfficiency,SalesOperations,NewRevenue Streams).

● “HowMightWe..."exercisestogenerateawiderangeofAgenticAIandHumanopportunities

● PlotbrainstormedideasonaValuevs.Effortmatrix

● Discussanddebatetheplacementofeachidea.

● Force-rankthetop510high-impact,whichhaveachievableinitiatives

● Discusshighlevelsolutionideas

● Creatematurityassessment

Roadmap&NextSteps

● Grouptheprioritizedinitiativesinto34thematicpillars(e.g.,"IntelligentAutomation,""EnhancedCustomer Insights",“CustomerAcquisitionˮ).

● Draftaclear,concisestatementforeachpillarthatdefinesitspurposeandscope.

● Maptop2oftheassociatedinitiativesacrossatimeline(e.g.,Q1,Q2,etc).

● Identifydependenciesandpotentialrisks.

● Assigninitialownershipforeachpillaranddefinetheimmediatenextstepsforcreatingadetailedproject plan.