From CX complexity to clarity: How ALDO Group unified the experience with AI

Legacy contact centers weren't built for today's expectations. Disconnected systems, costly on-prem infrastructure and limited flexibility leave teams struggling to keep up with frustrated customers and burned-out agents as a result.

In this session, Victor Hernandez Saldana from ALDO Group will share how they transformed a fragmented CX environment into a unified, AI-powered operation by consolidating channels, integrating systems and embedding AI across the journey. From virtual agents to real-time agent assist and automated summaries, they created a more connected, efficient and human-centered experience. He'll go into how the retailer has achieved 24 percent improvement in average speed of answer and 40 percent platform cost reduction - while increasing Customer Ease Score from 60 to 80.

You'll get a real-world look at what changed, what worked and what it takes to scale successfully, backed by measurable outcomes, including reduced handle times, improved customer loyalty and significant cost savings.

Attendees will learn:

• Consolidate fragmented CX systems into a single, unified platform
• Use AI to reduce manual work and improve agent productivity
• Improve key metrics like AHT, abandonment rate and customer loyalty
• Scale operations with more agility while reducing costs
  

Speakers

Victor Hernandez Saldana
Manager, Workforce Management
ALDO Group

Andy Dignan
President
Five9

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