Lori Pon

Director The Auto Club Group

Main Day Two: August 3rd

Tuesday, August 3rd, 2021

12:00 PM OPENING KEYNOTE A Customer Centric Approach to Intelligent Automation at the Auto-Club Group

Auto-Club group utilizes a range of automation tools in their claims and contact center: from natural language processing, to virtual payments and predictive analytics, all of the tools they invest in have one thing in common – they improve the customer experience. In this case study, learn how customer centricity can be a great framework for deciding what automation tools to invest in.

  • Proving the business case for automated tools based on expected impact to their KPI: Net Promoter Score
  • Marrying customer outcomes back to automation tools by monitoring a range of metrics from cycle times to resolved phone calls
  • Encouraging employee adoption and tying the tools back into performance


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

Download The Latest Agenda