Driving Customer Loyalty & Engagement through Automation - A Call Center That Cares

May 5, 2021  |  12:00 PM – 2:00 PM EST

Event Partner



During our virtual events, we encourage senior professionals to share & network with like-minded industry peers. Each session is moderated by a BWG Connect professional to ensure that our conversations remain on topic and answer critical questions that the audience truly cares about.

All audience members will have the ability to ask live questions and will have access to introductions to any of the attendees following the event. We're always open to making connections to others within our network as well. Come join the BWG Community!

BWG Connect & Fusion BPO invite you to participate in an interactive discussion with your peers, exploring this shifting landscape.

As always, there will be no sales pitches and there is no cost to join.

Discussion Topics

  • How to find the appropriate process that can and should be automated
  • How to implement those processes to generate ROI
  • How far, deep and wide should you be leveraging Chatbots
  • Automating customer interactions - How this positively impacts customer experience, loyalty, engagement etc
  • What can AI and ML teach us when the customer says no
  • How to maximize insight from B2C voice campaigns

Guest Speakers

Bryan McCay

Vice President Of Technology Services at Fusion BPO

Bryan's 30 year career has focused on selling and delivering technology solutions and services across multiple industries. He has focused on delivering and supporting large enterprise solutions that have led to his expertise in customer care and help desk support services.

Ryan Blackard

Director of Marketing at Delta Dental of Iowa

Ryan joined Delta Dental of Iowa in March 2015 and is responsible for leading the development and execution of integrated marketing strategies, analytics and product development.

He brings over 20 years of marketing management experience with a significant focus on direct response, consumer behavior and product development in insurance and financial industries. Previously, he served as Marketing Manager for ARAG North America and Assistant Vice President for Marsh U.S. Consumer.

Event Moderator

Greg Irwin

COO at BWG Strategy LLC

BWG Strategy is a research platform that provides market intelligence through Event Services, Business Development initiatives, and Market Research services. BWG hosts over 1,800 interactive executive strategy sessions (conference calls and in-person forums) annually that allow senior industry professionals across all sectors to debate fundamental business topics with peers, build brand awareness, gather market intelligence, network with customers/suppliers/partners, and pursue business development opportunities.

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Event Information

May 5, 2021  |  12:00 PM - 1:00 PM EST

Event format

Roundtable Layout
Featuring 20+ executives, where everyone can contribute, ask questions and learn from peers
On-Topic Discussions
Q&A format, moderated by BWG Connect with group interaction throughout
Make Connections
Opportunities to network before and after

What is BWG Connect?

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution. BWG Connect, in conjunction with BWG Strategy, has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.

In addition, BWG Connect provides free consultations & specializes in helping brands of all sizes with their eCommerce planning and execution. Our team has decades of experience related to the eCommerce & retail ecosystem, and will take the time to understand your goals so that we can help you build a winning strategy that is curated specifically for your business. We have had 1x1 conversations with over 3,000 brands and have a real-time pulse on what digital strategies are successful and why. This in-depth knowledge allows our team to operate on the cutting edge and provide our clients with best -in-class guidance on how to win in the digital world.
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