AI in CX:
Automated vs Assisted

How to Scale the Human Touch

Are you ready to evolve from AI automated to AI assisted? For the emerging era of agent-led, bot-enhanced, omnichannel customer experiences?

Listen in on our virtual panel discussion, where CX experts discussed emerging industry trends. 


Colin Crowley
CX Advisor,
Natalie Beckerman
SVP Global Call Center Operations, Leaf Home
Etie Hertz
Greg Rubin
Head of CX, American Exchange Group


Access the Recording

“For me, AI represents the solution to the old dichotomy between efficiency and quality.” - Colin Crowley of Freshworks

87% of customers will spend more with companies that personalize customer support, and 91% of customers spend more with companies that offer preferred channels to reach support.* How, then, do CX leaders build digital-first workflows that enable customers to get support, while empowering agents to effectively focus on the issues and customers that are most crucial to the bottom line?

Enter: AI-assist. Allowing agents to work with AI powered agent assist software can not only decrease resolution time, but can also reduce customer service costs by 30%.** 

Watch the recording to learn:

  • How to scale the human touch in CX
  • Ways to improve agent efficiency (without sacrificing quality)
  • Best practices for augmenting human support with data

Meet Our Panelists

Industry leaders obsessed with leading customer experiences, with a focus on digital channels and emerging technology. 


Colin Crowley

CX Advisor, Freshworks, formerly of Albert and Freshly

A true customer experience innovator, Colin brings more than a decade of retention and support experience to the table, including five years at food-tech company Freshly and six at e-commerce giant TicketNetwork. 


Natalie Beckerman

CCW Advisory Board,
SVP Global Call Center Operations,
Leaf Home

A disruptor in CX, Natalie touts an extensive background of experience in retail, utilities, telecomm, tech, fintech, and more, with tenure at Levi Strauss & Co, CREDO, Fidelity, and Rocket Mortgage. She recently joined Leaf Home and also serves as an Advisory Board Member for CCW. 


Etie Hertz

CEO, Loris, formerly CRO of ShopKeep

Etie has  over 20 years of hands-on experience building, advising & scaling technology-led organizations. He was the founder & CEO of Payment Revolution, acquired by ShopKeep. His next goal is to revolutionize messaging in the CX space at


Greg Rubin

Head of Customer Experience, American Exchange Group

With a background in CX and Call Center Operations, Greg is a proven leader with a passion for effective communication and efficiency, stemming from years of experience in training, operations, customer service, sales support, and client relations.