Resource Type: Video

Exploring and Mastering AI in Healthcare

Is your healthcare organization solving the root causes of patient challenges or merely addressing symptoms? Waterfield Tech VP of Product and AI expert Kerry Robinson joined LEADOVATION host Dean Newlund to discuss the transformative role of AI in business – particularly the healthcare sectors. In this video, he highlights the potential of AI to enhance […]

[On-Demand] The AI-First Contact Center – Beyond Efficiencies

A Waterfield Tech / Cisco Thought Leadership Collaboration Our session on the “AI-First Contact Center” dives into how technology is reshaping customer service, making it more efficient, adaptable, and personal. Kerry Robinson, our host, brings both a strong technical background and a passion for customer experience, introducing ways advanced tools streamline support and make interactions […]

[On-Demand] The AI-First University

Innovating with AI in higher education Whether you’re facing challenges with recruiting and onboarding, boosting student engagement, or simply making your operations run smoother, the AI-First University is for you. Here is the opportunity to delve into the potential impact of AI on higher education and gain practical strategies for integrating Generative AI into your […]

[On-Demand] Breaking the Barriers to CX Transformation

The past few years have forced companies across every industry to rethink their customer engagement strategy. While we know digital transformation within the contact center is necessary, leaders can often encounter barriers that place their CX vision out of reach. Challenges like… Strained resources. Long project timelines. Or, in today’s economy- no budget. But it […]

[On-Demand] The AI-First Contact Center

With an AI-first contact center, you have no limits. We are on the cusp of massive changes to the way we deliver customer service, the way customers interact with our businesses, and the kind of experiences we create for them thanks to AI.  And AI is getting better, faster, cheaper, and more abundant every single day. Understanding […]

Mythbusters – CX Migration Edition

[On-Demand] Unlocking the Potential of Your WEM Solutions

Watch our unfiltered panel discussion with thought leaders from Alvaria, Calabrio, Genesys and Verint on real-world strategies for generating top value from your workforce engagement program. We spent the hour addressing your questions and sharing real-world examples of how companies are overcoming their steepest workforce engagement and management hurdles. Topics included:

[Webinar Series] Part 3: Conversation Design: The Art and Science of Teaching Robots to Talk

Customer experiences are becoming more digital, and digital systems are becoming more conversational. But conversational AI needs a different approach. Waterfield Tech’s VP of Conversational AI, Kerry Robinson, and Director of Customer Experience Design, Sarah Reitsma, help you understand the differences between graphical and conversational interfaces. You’ll discover the key points you need to understand […]

[Webinar Series] Part 2: 8 Steps to Building a Brilliant Bot Strategy

You could do so many things with conversational AI, but what should you do? And what’s it worth? How will you create a vision? Get stakeholders aligned? Create a measurement framework that keeps everyone on track? Waterfield Tech’s VP of Conversational AI, Kerry Robinson, and Director of Bot Strategy Dan Aslet take you through the […]

[Webinar Series] Part 1: Bot Analytics – Keep Tabs on Your Bots, So They Don’t Run Amok

What gets measured gets managed. But when it comes to IVR and chatbots, they’re often neither measured nor managed. That’s a problem because, with chatbots and IVR, you don’t just have a piece of tech. You have a bot workforce talking to millions of customers. Unlike human agents, bots won’t complain if customers shout at […]

Building a Business Case for Better Conversational AI

Everyone says they want a better customer experience and lower costs. IVR, voice, and chatbots promise to deliver just that. But deployments often fall short. Waterfield’s VP of Conversational AI, Kerry Robinson, takes you through the four steps to building a compelling business case for better conversational AI and how to ensure your project delivers it. We’ll […]

Making Sense of Conversational AI

IVR, voice, and chatbots promise a lot, but delivering real business value is hard. You can’t just plug in AI and expect an amazing experience- regardless of what the tech vendors might tell you. Gain a new perspective on conversational AI, how it fits into your customer service strategy, and how you can get the […]