The Handoff Problem: Making AI and Humans Work Together in 2026 скачать в хорошем качестве

The Handoff Problem: Making AI and Humans Work Together in 2026

98% of CX leaders say smooth AI-to-human transitions are essential. 90% can't do it well... The biggest challenge in customer service AI isn't the technology—it's what happens when AI hands off to a human agent. Context disappears. Customers repeat themselves. Frustration spikes. Join us for a deep dive into solving the AI-human handoff problem with three CX leaders who've figured it out. YOUR EXPERT PANEL: Jason Valdina - Senior Director of Engagement Channel Strategy, Verint Jason leads engagement strategy at Verint, one of the world's leading CCaaS platforms. He'll share the platform perspective on what makes handoffs work—and what breaks them. Emily McGinn - GM, MGA and Wholesale, Vertafore Emily McGinn is a dynamic and accomplished business and technology executive with extensive experience spanning finance, sales operations, human resources, and digital transformation. Recognized for her collaborative and results-driven leadership, she has guided organizations through complex transformations that accelerate growth and strengthen performance. Jamie Timm - SVP of Global Delivery and Operations, TELUS Digital Jamie manages global CX delivery operations at TELUS Digital, working with clients across industries. She'll share insights on training agents to work WITH AI instead of around it. Russ Fordyce (Moderator) - Chief Recognition Officer, Business Intelligence Group Russ leads the Excellence in Customer Service Awards and has interviewed hundreds of CX leaders about their AI implementation challenges. WHAT WE'LL COVER: ✓ Why AI-human handoffs fail (and what actually breaks) ✓ How to preserve context during transitions ✓ Metrics that matter beyond AI containment rate ✓ Real implementation stories—including what didn't work ✓ Agent training strategies for AI-assisted workflows ✓ Platform considerations and technical requirements This isn't a vendor pitch. It's a candid conversation with practitioners who've done the work. Perfect for: CX leaders, customer service directors, operations managers, and anyone implementing AI in customer-facing roles. Can't attend live? Register anyway—we'll send you the recording.