Survive and Thrive in 2021 With an
Employee-First Automation Strategy

Learn 9 maverick moves to change the CX game in 2021.

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Why should you register to this webinar?

To ensure business continuity, companies have responded to the challenges brought by COVID-19 with hurried technology adoption. Yet, simply providing employees with the right tools is only half the battle.

Under our new circumstances, organizations need to adopt a new mindset that puts people (employees and customers) first. 

Because great customer experience starts with great employee experiences, think employee-first to beat the odds and meet your customer expectations. Changing your automation first strategy into an employee-first automation strategy can therefore drive significant value.

Subject matter experts, Melissa O’Brien, Vice President at HFS Research, Richard Mitchell, Chief Technology Officer at SYKES Digital Services, and Scott Merritt, Global Head of Automation discuss how companies can adapt and thrive with an employee-first automation strategy. 

Key Takeaways from the Webinar:

  • How to automate with an employee-first mindset?
  • Why is an employee-first automation mindset critical for success in 2021?
  • Roadmap to shift from an automation-first to an employee-first automation mindset?
  • 5 steps to 10x change by putting people first
  • Survive-and-Thrive Case Studies 2020

Who Should Attend:

  • Contact Center Operations & Workforce Management
  • Conversational AI & Intelligent Automation
  • Customer Experience Planning, Strategy & Execution
  • COOs, CIOs, CTOs and Digital Transformation
  • BPOs & Vendor Management

Speakers and Host


Melissa O’Brien

Research Vice President, Customer Engagement, HFS Research


Richard Mitchell

Chief Technology Officer,
SYKES Digital Services


Scott Merritt

Global Head of Automation
at Jacada