John Chrisentary

In today’s rapidly digitizing service landscape, finding the right balance between technological efficiency and genuine human connection is more critical than ever. This expert panel brings together leaders from across the service industry to explore how organizations can harness the power of automation while preserving the personal touch that builds lasting customer relationships. Drawing on their collective experience, the panelists will share practical approaches for integrating advanced technology with emotionally intelligent service delivery.

Key Takeaways:

•  Discover how leading organizations are designing service models that combine the speed and scalability of AI with the empathy and critical thinking of skilled human agents.
•  Learn why emotional intelligence is a cornerstone of exceptional customer service in the digital age.
• Explore how customer feedback and behavioral data can be leveraged to continually refine the balance between automation and human interaction. 

In this interactive workshop, John will share strategies for managing a workforce that spans four generations. Attendees will learn how to bridge generational divides, optimize knowledge sharing, and create inclusive cultures that harness diverse perspectives. Serving as the Director of Service Programs for W&H Group- John spearheads service tech initiatives that require collaboration across diverse teams, participants will leave with frameworks to retain institutional knowledge, engage emerging talent, and align multigenerational teams around measurable business outcomes.

Key Takeaways:

• Challenge assumptions and focus on shared values like growth opportunities and meaningful work to foster collaboration.
• Pair technical expertise with digital-native skills through reverse mentoring and job-shadowing programs.
• Tailor communication, rewards, and work arrangements to generational preferences, balancing autonomy with collaboration.
• Create cross-generational task forces to solve operational challenges, blending experience with fresh technological insights.