AI in the Contact Center: Leaders Reveal Strategic Insights

Vendors make huge promises about what AI can do for your contact center.

But how do today’s leaders actually use it?

We wanted to find out—so we asked 945 of them.

Glia recently partnered with Metric Sherpa, a leading research firm, for our largest-ever study on the value of AI in contact center operations. In our upcoming webinar, we’ll deep dive into the results with three leaders just like you.

Download now to learn how you can:

• Significantly reduce phone calls handled by agents
• Turn AI efficiency gains into better service, business growth, and budget flexibility
• Overcome AI uncertainty for both leaders and your frontline team
• Go beyond automation to develop a scalable competitive edge

All these takeaways add up to one truth: AI is no longer a future hypothetical, but a must-have for future-forward banks and credit unions. Ready to find out how to take advantage?

Watch on demand and hear directly from leaders just like you.

Speaker Bios:

John Flanders | Robins Financial Credit Union | Vice President of Deliver Channels ‍

John Flanders is Vice President of Delivery Channels at Robins Financial Credit Union, focusing on member experiences across digital, mobile, and remote channels. With over 15 years at the credit union, he blends frontline expertise with strategic leadership to drive innovation and simplify how members do business.

Adam Goetzke | Heritage Federal Credit Union | Director of Customer Experience

Adam Goetzke is Director of Member Experience at Heritage Federal Credit Union, where he implemented an AI-powered platform to improve service quality and streamline operations. He brings expertise in process optimization and team leadership, with a passion for shaping the future of member experiences in finance.

Tyler Young | Texas Tech Credit Union | Consumer Banking Director‍

Tyler Young is Consumer Banking Director at Texas Tech Credit Union, where he has served for over 13 years. With two decades in financial services, he has led initiatives across customer service, project management, HR, business development, and consumer banking. Tyler’s cross-functional expertise supports the credit union’s vision of “meeting needs, creating value” in every member interaction.