As COO of the Americas, Brent is responsible for all operations and programs in our North American campuses. He leads operational strategy, workforce strategy, leadership development, employee experience, and overall business health programs for all our client programs in Canada and the United States.
Brent began his career in the customer service industry in 1998 as a founding partner for Tell Us About Us, a company focused on enhancing the customer experience through surveys, mystery shops, and live agent support. He is seen as a thought leader in the customer service industry, and has been a keynote speaker and presenter for over a dozen conferences. Brent holds a Bachelor of Commerce Degree from the University of Manitoba.
Day 1: Nov 15, 2022
11:00 am
11:00 am
INDUSTRY EXPERT: AUTOMATION AND AI
Leveraging automation and AI to effectively improve customer care
Integrating AI invites a new era of customer experience enhancement, where quality, speed, and accuracy converge seamlessly to create unparalleled interactions, changing the way brands connect with their customers. By leveraging digital automation, machine learning, and artificial intelligence, generative AI can empower team members and optimize customer experience with real-time decision making and action between support workflows and the customer-facing agent. Join Brent Stevenson, COO Americas, as he discusses several impressive client journeys with generative AI in three stages: pre, during and post customer interaction.
Day 2: Nov 16, 2022
