Zach Greco

Sr. Director. Customer Experience Floor & Decor

Agenda Day 1

11:00 AM Think Tank: Elevating Human Touchpoints in an AI-first World

As AI takes on more volume, human interactions become more visible, and valuable. So, what can you be doing to empower human support teams to create standout moments, resolve issues quickly and build real connection when it matters most?

• Care vs Service: Understanding your customers priorities when they reach out or visit a store

• Designing "micro-delights" and memorable moments that drive emotional connection

• Empowering human agents and frontline staff with autonomy and discretionary spend to transform your service function into a care function

• Supporting and retaining talent as AI absorbs routine queries, increasing the complexity and pressure of human interactions

• Turning service into a loyalty engine that drives referrals

Check out the incredible speaker line-up to see who will be joining Zach.

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