Set against the stunning backdrop of the Wyndham Grand Clearwater Beach, CRS Clearwater 2025 brings together CX visionaries for an unforgettable experience. With a focus on collaboration, innovation, and actionable insights, this event is more than a conference—it’s a community-driven journey into the future of customer experience.
Join us for CRS Clearwater
Join our curated panel discussion & visit the Innovations Lab
Tuesday, March 4 @ 1:30 PM - 2:15 PM
Mackenzie Smith
Curated Panel Discussion
Retooling the Customer Service Agent for an AI-Driven World
Date & Time: Tuesday, March 4 @ 1:30 PM - 2:15 PM
Discover how AI is changing the role of customer service agents in the modern contact center. This interactive session dives into how AI augments agent performance—enabling them to resolve complex issues faster, deliver personalized experiences, and drive customer satisfaction at scale. The panel will collect real-time audience feedback through live polls and compare it to expert predictions, sparking insightful discussions on AI’s impact on agent empowerment.
- Insights into AI-powered tools that enhance agent productivity and decision-making.
- Best practices for integrating AI to create "superagents" who balance efficiency with empathy.
- Actionable strategies to stay ahead in an AI-driven customer experience landscape.
Experience AI for CX
Find ASAPP in the Innovations Lab
Date & Time: Tuesday, March 4 @ 4:00 PM
After a full day of discussions and networking, step into a hands-on experience where CX innovations come to live. You'll be able meet with our solutions engineers to explore interactive demos of GenerativeAgent® and learn how our AI solutions improve customer care with voice, chat, and self-service support.
Meet the Speaker
Mackenzie Smith is the Vice President of Delivery & Operations at ASAPP, responsible for product onboarding, ongoing services, technical support and technical project management. Prior to ASAPP, she helped clients build proprietary advertising technology platforms at IPONWEB and lead client engagements for digital advertising at Merkle. Throughout her career, she has been focused on partnering with clients, across industry sectors, and utilizing technology and analytics to drive business value. She is a graduate of Harvard University.
Shelly is currently the Vice President of Customer Support at JetBlue. With more than three decades of customer care and operational leadership experience, she has dedicated her career to empowering teams to deliver thoughtful and personalized service across the globe. Prior to JetBlue, Shelly held positions such as Vice President of Customer Care at Overstock.com and also led customer experience teams at Experian, Hertz, and Wyndham Vacation Ownership, to name a few
What can ASAPP do for you?
ASAPP builds vertical AI products to help enterprises transform and elevate customer experience. We elevate human capabilities with our Generative AI solutions and tackle the most complex problems in data-rich customer service environments where automation can save costs and improve customer experiences.
Book some time in advance to chat CX with us
Ready to experience a more reliable AI platform to improve customer service or just want to chat about your CX automation strategy? Fill out the form to schedule some time to meet with our team -- qualified accounts that book in advance will receive a pair of Beats Solo 4 headphones!