Generative AI holds tremendous potential to improve business outcomes for cost, customer experience and agent experience, and many companies are planning to deploy capabilities in 2024. But not all GenAI is the same, and service organizations must align generative solutions to critical business problems to create value.
  • Hear the lessons learned from enterprises that have successfully deployed GenAI.
  • Learn a framework for aligning different GenAI solutions to service KPIs.
  • See best practices from Xero generative answering.
Devin Poole
Senior Product Marketing Manager at Coveo
Devin is the Senior Product Marketing Manager at Coveo, focusing on supporting service leaders to enable connected customer journeys. He has been researching, writing, and advising executives on customer service and customer experience strategies for the past 15 years as an Analyst at CEB and Gartner. He writes and speaks on topics such as digital customer service experience, service channel strategy, personalization, AI, the Effortless Experience, and the agent experience. Throughout his career, he has worked across the globe, advising companies from Fortune 50 to technology startups.
Eric Immermann
Practice Director, Search & Content at Perficient
Eric Immermann leads Perficient's nationwide Search practice, working with customers to implement search and experience intelligence platforms in the areas of Site Search, Commerce, Service and Employee Productivity. He has a comprehensive management role, including team enablement, business development, and hands-on customer education and enablement.
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