Virtual Customer Response Summit

Opening Remarks

Transforming Our Care Through Our Service Excellence

Human Care is foundational to Humana’s enterprise strategy. It is what Humana does and provides to make the healthcare experience easier, more personalized, and more caring. To deliver on Human Care, we’ve transformed our technology, processes, analytics, and culture to reshape our end-to-end customer experience. Our service operations are bringing to life these end-to-end experiences that deliver simpler care and better health every day to our members and providers. In fact, our team was at the frontline of the COVID-19 crisis ensuring our members received the Human Care they deserved. As the world changed overnight, our foundational technology work over the past 18 months created pathways for more immediate solutions and robust predictability capabilities. This was instrumental in delivering help to members in need of food, medical access, and transportation. We turned the crisis into an opportunity that has led to healthcare innovations and community wellness.

The New Look of Culture and Engagement in CX Operations

As we continue to settle into the new normal, many organizations are still struggling with how to stay connected with their employees. Maintaining a strong corporate culture and high employee engagement is crucial for customer experience (CX) success. As the saying goes, “Happy Employees equals Happy Customers.” But now, with remote work continuing and office dynamics changing (for those allowed to go back), what does instilling, maintaining, and enhancing culture look like, and how do we measure engagement?

Join Kory as he moderates a panel discussion with leading brands exploring these and other questions:

• What has and hasn’t worked to maintain culture remotely in CX operations?
• How is culture impacted in our new office / in-center environments?
• How have hiring, onboarding, and training employee programs adapted?
• How do we measure employee engagement in this new normal?

The Choice Hotels Story: From Skeptic to Believer in Conversational AI

Choice Hotels, one of the largest hotel franchises in the world with over 7,000 hotels including EconoLodge, Clarion, Comfort Inn, Quality Inn, and more, had a bumpy experience with their initial conversational AI implementation. Despite the dissatisfaction, they didn’t give up chasing the voice channel experience they wanted for their customers.

Join Brian, Jason, and Pauline as they share details about Choice Hotels’ journey with AI-powered virtual agents, including the successes that finally moved Choice Hotels from skeptic to believer. Learn what conversation AI has meant for their business, and find out about:

• The evolving capabilities and cost efficiency of virtual agents
• 3 things Choice Hotels wish they knew before they started
• Whether it’s better to Buy or Build for your business
• Navigating the complexities of doing voice automation well

The Human-AI Interaction: How AI, Automation, and Agents Are Driving Better CX

Artificial intelligence (AI) has quickly changed the technology landscape for contact centers. Organizations need to capture the benefits of combining AI with human capabilities to deliver seamless, conversational customer interactions.

Join this panel discussion exploring Human-AI interaction to understand why humans and AI-powered solutions shouldn’t be seen as exclusive alternatives, but instead as a powerful partnership with one learning from the other. Listen in and explore these and other topics:

•    How AI will enable a new age of intelligent engagement
•    Why humans and AI are better when working together
•    How the latest innovations help humans and AI learn from each other

Allyship: Creating a Much Needed, Authentic Relationship

Allyship isn’t just a new buzz word — it is a description of an important relationship that more of us need to pursue, both in our personal and professional lives. Allyship has the power to positively reshape a company’s culture and help initiate meaningful change.

Join Corey as he provides some important relationship advice that can help put your brand on the right path for an inclusive culture. Learn how to lay the groundwork for initiating actions built on a firm foundation of empathy, advocacy and activism, generating positive results.

Stepping Back to Progress Forward: A Dialectic In AI

Artificial intelligence (AI) is a clear part of our future, both in our own day to day lives, and in the experiences we provide to our customers. And while AI is changing everything, it is still itself rapidly evolving.

For many companies, early adoption and deployment of AI-powered solutions performed well and earned much deserved recognition. But as the technology has evolved, it’s clear that some of the earliest AI-powered solutions are now hampering the ability to deliver an easy, personalized, automated, and targeted solution.

Join Brett as he shares the successes and challenges of an 18-month journey with Sun Basket’s ground-breaking chatbot, Sunny B. Learn how early successes gave way to new challenges, and get an insider’s look at the company’s decision to take a step back, reevaluate, and develop a new AI framework that allows for enhanced automation capabilities across multiple customer touchpoints.