A full year of touch points for you and your team to create value together.

Delivering on Strategic Transformation and Measurable Value

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Moderator:
Susan Weaver
Chief Customer Officer
Slavic401k
Customer Engagement Leadership Council Member

Abstract:
As financial services organizations accelerate AI adoption, customer service and experience leaders must move beyond simply “balancing” humans and automation and instead operationalize human centered AI at scale. This session shares practical, real-world lessons on implementing, monitoring, and translating analytics into frontline behaviors that strengthen customer trust, elevate agent performance, and drive measurable operational outcomes.

Action Items:

• Implement targeted training and enablement programs that prepare frontline and support teams for AI powered work, ensuring confidence, adoption, and consistent execution
• Integrate human + AI collaboration into workflows by identifying where automation, analytics, and human judgment must intersect to protect customer trust and elevate outcomes
• Evaluate and evolve performance frameworks to reward AI augmented excellence, using analytics to monitor quality, refine workflows, and continuously improve the customer and agent experience.

Abstract Details Coming Soon!

Your Executive Coach:
Michael O. “Coop” Cooper, Founder of High Performance Orgs, will be your Virtual Executive Coach. Coop is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment. Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries. He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-led the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has also been selected to coach the prestigious TED Fellows. Coop is a contributor to Fast Company. Learn more about Coop and his Executive Coaching on LinkedIn.

Maximizing Efficiency and Impact to Elevate the Customer Experience

Click above to check out the event website for more details.