Description

Come listen to an experienced contact center leader's experience in getting his company ready to implement AI. Matt Conant has led large, medium, and small call centers over the past 30 years. He is currently the VP of Customer Experience at Cabinet Works Group, the largest privately held cabinet manufacturer in the United States.

This will be a practical leadership discussion from an industry peer on how to begin an AI journey inside your organization. 

AI doesn’t fix broken operations. It amplifies what already exists, which means the earliest decisions you make—where you start, who you involve, and how you partner—will shape outcomes across your teams, systems, and customer experience. This session focuses on the real-world impacts of AI adoption, including how automation changes roles, workflows, accountability, and decision-making, and why success depends on strong functional partnerships, especially with IT and systems teams.

You’ll explore: 

• Where and how CX leaders should start AI efforts inside their organization 
• The downstream impact AI has on teams, roles, and operating models 
• Why AI success is inseparable from IT, data, and systems alignment 
• How to set realistic expectations and shared ownership across functions 

This session is designed for customer service, operations, and transformation leaders who need to move forward on AI while protecting service quality, trust, and organizational stability.

Sponsor: Glass Mountain BPO