Enterprise organizations recognize the necessity of AI adoption, yet struggle with strategic deployment. At Customer Contact Week (CCW) Nashville, we're addressing this gap through two distinct sessions targeting CX and EX leaders.
Session 1: Digital Workshop — October 22, 2:30–4:00 p.m.
Speaker: Boaz Hecht, Co-Founder & CEO, 8Flow
This session combines analyst presentation, fireside chat, and interactive workshop. Key discussion areas include:
- Obstacles preventing full AI adoption in organizations
- KPI identification for automation opportunities
- Anchoring AI goals in existing workflows for effectiveness
- Research findings on implementation challenges
- Impact of underused features and poor integrations on ROI
Participants will split into two peer-learning groups:
- People Group: Visibility, accountability, remote work challenges, and employee monitoring concerns
- Process Group: Workflow identification, prioritization, automation, and success measurement
Session 2: Case Study — October 24, 12:00–12:45 p.m.
Speakers: Josh Russ, Co-Founder & COO, 8Flow; Michael O'Neil, SVP Strategic Accounts, OP360
This session presents a Fortune 500 retailer case study demonstrating measurable results achieved in six weeks without client implementation burden:
- 14% increase in chats closed through workflow optimization
- 11% higher agent productivity via real-time insights
- 1.33 hours saved per agent weekly through automation
Session 1 provides strategic framework and measurement guidance for 2026 AI initiatives. Session 2 demonstrates tactical execution and measurable ROI through real-world implementation.