AI-Driven Agents, Human-Centered Service
July 15 - 16, 2025
| Free CX Network Webinar Series
Courtnie Garteski Bergler
Director, Scheduling Innovation Contact Center Mayo Clinic
Courtnie Garteski Bergler serves as the Director of Mayo Clinic’s Innovation Contact Center. With 25 years of Contact Center experience, Courtnie is dedicated to designing efficient workflows and pioneering new features to enhance agent productivity and elevate the customer experience. She is currently leading a digital contact center transformation project, which is propelling Mayo Clinic forward by experimenting with workflows like outbound dialer, two-way texting, customer relationship management, and outbound campaigns. Courtnie’s unwavering commitment to customer satisfaction aligns seamlessly with Mayo Clinic’s core value: “the needs of the patient come first.” She is also a champion for supporting frontline agents and the important work they do. Courtnie is a Bronze Quality Fellow in the Mayo Clinic Quality Academy, a Certified Scrum Product Owner, and a Certified Tourism Ambassador, and a pod cast guest on Patient Access Collaborative. Beyond her organization, Courtnie has been a presenter for Patient Access Collaborative, Epic XGM, Epic UGM, ICMI, Genesys, and helathXchange.
Day Two - July 16
11:30 AM Contact center innovation and the agent-first approach
In the rush to modernize contact centers, it can be easy to forget the humans behind the headsets. During this session, we’re discussing putting agents back at the centre of transformation and exploring what happens when you treat them not just as users of tech, but as co-creators of it.
You’ll hear from Courtnie Bergler, Director of Scheduling Innovation Contact Center at Mayo Clinic, who is working at the frontline of CX transformation, piloting new tools and platforms designed to ease agent workload, reduce burnout, and connect staff to more meaningful customer conversations. From automating outbound calls to building peer-led change management strategies, Courtnie will share insights from a rollout journey that prioritized agent voice at every step.
You’ll also learn how and why Mayo Clinic took a unified CCaaS approach while navigating the realities of cross-functional buy-in and the messy middle of innovation.
Attendees will learn:
- How to pilot automation without losing agent trust or momentum
- Why peer visibility, pacing control, and WIIFM comms made the biggest difference in change adoption
- What it really takes to modernize legacy contact centers
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