Colin Crowley is CX Advisor at Freshworks and has spent over 12 years managing global customer experience organizations and promoting technological changemaking. He specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, product innovation, and gold-standard quality and efficiency. Previously, he served as AVP of Consumer Transactions at the event ticket marketplace TicketNetwork, the inaugural VP of Customer Experience at the food tech company Freshly, and also SVP of Customer Experience at the fintech company Albert. Colin is also an award-winning playwright whose plays have been performed across fifteen states, as well as New York City and London.
Wednesday, February 16
US/Eastern from 12 :15 PM to 12 :40 PM ( 25 mins )
[Breakout] AI’s Second Cousin - RPA and the Road to AI
In this digital age of technology, CX leaders everywhere are deluged with talk of AI, AI, AI and pressure to adopt high-cost AI solutions to solve all the world’s (or at least their own org’s) problems - but this drive to adopt AI quickly hits the reality of ambiguous ROI and high-risk investment. Learn in this case study how robotic process automation or RPA can be used to slide intelligently and cost-effectively into AI (or not, as the case may be).
In this session, you will learn:
- What distinguishes AI and RPA - and why you should care about the latter
- How RPA can be used as a testing round for AI initiatives
- How you can cheaply and efficiently bring RPA innovation to your CX organization