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Best Practices and Tools for Work From Home and Hybrid Customer Service


Presented By: CrmXchange

Live Date: October 15, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Brian Morin, CMO, and Mark Landry, VP Product, SmartAction, and

Brian Gilman, VP, Product Marketing, Vonage

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About the Webcast

Organizations continue to struggle with finding the correct strategies, best practices, tools and customer self-service options to assist remote agents. The latest AI-powered self-service solutions are creating a ‘hybrid’ AI + human workforce. 

This panel will discuss: 

  • Why conversations can start with AI self-service, then transfer to the correct agent, with context, wherever that agent is located.
  • Examples of contact center cases where AI is emerging in a symbiotic relationship to humans.
  • How AI is being used to support remote agents with training and management in an environment where real-time interaction is limited with managers.
  • How AI is being used to drive industry specific workflows for better customer engagement.


    About the Presenters

    Brian Morin, CMO, SmartAction

    Brian is the head of marketing for SmartAction where their obsession with creating frictionless customer experiences with conversational AI has led to its standing as the top-rated Virtual Customer Assistant solution on Gartner Peer Insight and distinction as “The Leader in AI-Enhanced Self-Service” by Frost & Sullivan. SmartAction operates AI-powered Virtual Agents for 100+ brands including AAA, Office Depot, Hyundai, ADT, DSW, Choice Hotels, Penske, and more.

    Mark Landry, VP Product, SmartAction

    Mark Landry began his career as a Lucasfilm intern before attending film school at the University of Southern California. After earning his MFA, Mark started his career as an award-winning screenwriter for Nickelodeon, The Disney Channel, and Amazon Studios. In addition to screenwriting, he is CX designer having designed human-to-AI interactions for more than 100 brands including DSW, AAA, Electrolux, Legal & General America, Choice Hotels, and more.

    Brian Gilman, VP, Product Marketing, Vonage

    Brian is responsible for the go-to-market vision and strategy for the Vonage Product portfolio. Spending more than a decade building solutions-based marketing functions, Brian has a proven record of success in developing and implementing strategic B2B marketing plans and engaging in high-touch sales activities within the communications and collaboration markets. Prior to his tenure at Vonage, Brian has held leadership positions with leading telecom, contact center, and collaboration providers, including Avaya, Dimension Data, Polycom and Vidyo.  In addition to his marketing experience, Brian has also produced more than 1,000 pages of telecom research that has been highlighted by the US Internet Council, Business 2.0, and Exploration and Production- Oil and Gas Review.