BIO

Thrice recognized as a Top 25 Global Thought Leader by the International Customer Management Institute, Rob Dwyer has spent the past decade and a half dedicated to creating exceptional customer experiences for businesses large and small. Rob currently facilitates client enablement at Level AI, a B2B SaaS company specializing in unified CX Intelligence. He is also the host of Next in Queue, a podcast featuring Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe.

SESSION SUMMARY

In this session, we will answer 2 questions:  

1. How do you identify agent performance behaviors (strengths & opportunities) today?  

2. How do you identify customer friction points to address today?

- Quick review of common themes in breakouts.  

- Then we dive into how AI can support both of these, saving critical time to be repurposed for Targeted Coaching and Targeted Process Improvements to impact CX.