ICX Summit / Tuesday / September 12, 2023 / 10:15 AM

Optimize CX Success – AI + IA (Intelligent Agents)

Artificial intelligence alone doesn’t ensure quality customer experiences (CX). The most e-mpathetic solutions require AI and IA—intelligent agents. AI for streamlined service. IA for compassionate care. The two complement each other, resulting in improved performance, repeat business and increased revenue. Find out how you make that combination a winning one for your business.


Dan Fisher | Call Center Operations Director | Toyota Connected
Dan Fisher has been involved in call center leadership for the past 30 years in a wide range of operations capacities. Dan started his career leading customer service operations for a commercial lending division of CitiGroup in 1993. Over the past 30 years, Dan has worked with organizations in the Financial Services and Automative industries deploying call center operations, leading global workforce management and managing international site operations. Currently, Dan leads call center operations for the connected services division of the world’s largest automative OEM.
Michael Pace | Vice President, Global Member Services & Operations | Virgin Pulse
Michael Pace wakes up each day envisioning how he can inspire companies to create environments, journeys, and actions that help make their customers more successful. He believes wildly successful companies start with successful customers and associates. His drive is to engineer monumental and awe-inspiring customer experiences; he builds cathedrals of customer experience. Starting with a solid foundation of Culture, the Best Talent, Process Management, the Right Technology, and Data Insights, he constructs the pillars of a customer experience strategy for contact center or customer care teams, and delivers awe-inspiring experiences. Currently, he builds those experiences for Virgin Pulse, as their Vice President of Global Member Services and Operations in Providence, RI. He is also the President of the NorthEast Contract Center Forum, New England’s Largest Community of Customer Service and Contact Center Professionals. He was the 2022 CCW Leader of the Year, 2022 CCW Best Culture winner, and 2022 Runner Up Best in Class Contact Center (100+ seats).
Mehdi Zarhloul | CEO | Crazy Pita Restaurant Group
Born and raised in Casablanca, Morocco, Mehdi Zarhloul immigrated to the United States at the age of 16 to live the American dream and pursue his culinary passion. After graduating from Sanz School with a computer science degree in Washington DC, Zarhloul spent over 35 years in the hospitality industry where he managed many casual and fine dining restaurants throughout the globe including ten years as the Assistant Food and Beverage Director of Four Seasons Hotels and Resorts. In 2006, Zarhloul moved to Las Vegas, Nevada where he opened “Crazy Pita Rotisserie & Grill”. Crazy Pita has been rocketed to popularity and cemented as Las Vegas’s favorite eatery for over 17 years due to its amazing fresh-casual Mediterranean cuisine, friendly service, and welcoming atmosphere. In 2022, Mehdi Zarhloul decided to expand his vision by developing a national franchise program. Currently the company operates 3 corporate in Las Vegas and 10 stores under development in the Houston Texas area.

Gary Ash | Senior VP Business Development | Working Solutions
Gary Ash serves as Working Solutions’ Senior Vice President and is responsible for Sales and Business Development. Gary focuses on solving CX challenges for large and mid-sized companies and was instrumental in delivering more than 30% organic growth for Working Solutions in 2022. Prior to Working Solutions, Gary served as the Vice President of Network Solutions for Bearcom, a privately held communications company as the Executive Vice President and Chief Operating Officer of Spok, a publicly traded software and telecom company, where he was responsible for Customer Experience and Call Center Operations. Previously, he was with Coopers & Lybrand early in his career.
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