Catherine Brinkman

VP of Client Experience

Dale Carnegie

Catherine Brinkman is Vice President of Client Experience at Dale Carnegie Training of the Heartland with locations in Kentucky, Southern Indiana and Southern Ohio. As Dale Carnegie continues its digital transformation Catherine works to champion the initiative across their network, having supported the global organization in some capacity for nearly 15 years. Catherine has extensive experience selling RPA software at an enterprise level into contact center and financial back-office verticals. In January 2021, she was appointed to be on the advisory board for the Lubin School of Business at Pace University. Her focus is how automation and digital transformation will influence sales cultures. She is a guest speaker on various podcasts and attends events speaking on ways automation will impact company culture. Catherine’s most recent education includes a certification in FinTech from NYU Stern. She is currently working on her “Ethics in Robotics” certification.

CATHERINE'S SESSIONS

Wednesday, May 10

US/Central from 9 :00 AM to 10 :30 AM ( 1 hr 30 mins )

[Master Classes] Emotional Routing with AI: Creating Personalized Customer Experiences

In this master class session, Catherine Brinkman, VP of Client Experience, and Merle Heckman, global trainer at Dale Carnegie, will explore the impact of emotional routing in creating personalized customer experiences. They will discuss how artificial intelligence can be leveraged to identify a customer's emotional state and direct them to the most appropriate representative. The session will optimize emotional routing using sentiment analysis to determine the customer's emotional state and ensure they are connected with the right representative. The speakers will also provide practical advice on how to train employees to effectively respond to customers based on their emotional needs, resulting in higher customer satisfaction scores. Attendees will leave with a comprehensive understanding of using AI to create personalized customer experiences that drive business growth.

In this master class session, participants will gain knowledge about the following three topics:

The importance of emotional routing in creating personalized customer experiences and driving business growth
How to effectively leverage AI-generated sentiment analysis to determine the customer's emotional state and direct them to the appropriate representative
Strategies for training employees to effectively respond to customers based on their emotional needs, resulting in higher customer satisfaction scores

Master Class

AI, Conversational Experiences & the Future of CX

302

Wednesday, May 10

US/Central from 10 :45 AM to 12 :15 PM ( 1 hr 30 mins )

[Master Classes] Optimizing Human Expertise in Customer Service with AI

In this master class session, Catherine Brinkman, VP of Client Experience, and Merle Heckman, global trainer at Dale Carnegie, will explore how artificial intelligence can optimize human expertise in customer service. They will discuss how AI can be leveraged to automate routine tasks, allowing human representatives to focus on tasks that require critical thinking and emotional intelligence. The session will focus on effectively training employees to work alongside AI tools to improve customer satisfaction scores. The speakers will provide practical advice on how to quickly react to the information handed off by the AI software and ensure that the customer receives a seamless experience. Attendees will leave with a comprehensive understanding of how to optimize human expertise in customer service with the help of AI tools.

Speaker

Catherine Brinkman

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