Session details

“According to JD Power, customers want and expect choice.” This point drove a central concept home for Kristen Kurelo, Director of Technology for IVR Transformation at AT&T. It doesn’t matter how advanced a brand thinks their technology is. It doesn’t matter how a customer chooses to interact with a brand. What matter is that they have the choice—and the best brands are working to provide that choice at every step along the way.

Hear Kristen talk about her journey toward providing this choice for customers at AT&T in this excerpt from our workshop at CCW Las Vegas 2022.