Integrating AI and Human Touch
Integrating AI and Human Touch
Overview
AI is transforming customer service, but real success comes when technology and human empathy work hand in hand. This energizing workshop equips leaders and teams to embrace change, build trust in AI tools, and focus on human skills that elevate CX.
Yvette Renda, VP, People Development
Yvette leads the People Development function at BPA Quality, driving talent growth, learning programs, and organizational effectiveness. With over two decades at BPA, Yvette ensures that the human side of quality, coaching, agent engagement, performance feedback, is deeply aligned with data and analytics. Her work supports how clients operationalize insights from tools like the Quality Impact Index by empowering teams to act on those insights and continuously improve the customer experience.
Please note: March has daylight saving time change. Forward one hour for US on March 8/UK on March 29. This means there is a 4 hour time difference in US/UK dates listed for March.
The BPA Approach
- Practical Challenges: Addressing resistance, fear of replacement, and lack of confidence.
- Behavioral Science: Applying change management insights to adoption and trust.
- Psychometrics: Linking strengths and behaviors to outcomes using AI data.
Who Should Attend
CX leaders and frontline teams who want to thrive in an AI-enabled environment.
Benefits To Your Business
- Stronger adoption of AI through reduced resistance and fear.
- Increased customer trust through balance of tech and empathy.
- Clearer business impact through psychometric and behavioral insights.
- Improved coaching and performance strategies.
Learning Outcomes
By the end of the workshop, participants will be able to:
- Integrate AI insights confidently into daily work.
- Overcome resistance using behavioral science and change management.
- Leverage psychometrics to connect behaviors with business outcomes.
- Lead teams that embrace AI as a partner, not a threat.
An energizer workshop that helps teams thrive in the AI age, not just survive it.
