Virtual roundtable

The contact center as we know it is over

Bridal retail giant David's Bridal leads with conversational AI to transform business for ecomm success.

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Event details


July 9, 2020


11:00 AM - 12:00 PM EDT

What to expect:

Hear from David’s Bridal’s VP, Customer Service and Contact Center Operations, Holly Carroll on how their conversational strategy helped them increase sales by $75,000/day, overnight, after transitioning sales managers to messaging trained, virtual stylists working alongside their bot, Zoey.

From brick-and-mortar bridal store to ecomm superstar

David’s Bridal acted quickly to maintain business continuity during the COVID-19 pandemic by leading with Conversational. The company’s historically brick-and-mortar business transitioned to 100% ecommerce in a matter of days. Revenue skyrocketed thanks to their rich messaging experience frontended with David’s Bridal’s concierge bot, Zoey.

Holly Carroll, VP of Customer Service & Contact Centers Operations drove the program, transitioning hundreds of in-store agents and a customer-care-focused digital channel to a fully conversational bridal experience: assisting brides with product exploration, purchasing, and support, all through messaging.

Holly will walk us through:

  • How she shifted hundreds of in-store sales managers to messaging agents in two weeks — handling 7x the typical conversation volume
  • The company’s $75,000/day increase in sales, converting via David’s Bridal’s conversational experience
  • David’s Bridal’s customer communication strategy beyond the pandemic: from building relationships between brides and their local stores to increasing applications of AI & automation

Program speaker

Meet the innovator

Holly Carroll
VP, Customer Service and Contact Center Operations

Holly Carroll leads operating and strategic initiatives supporting the customer service and sales Contact Center for David's Bridal. Holly’s responsibilities encompass the center’s support of 300+ stores in the field, the e-commerce business, engaging with customers via social channels and managing strong relationships with vendor partners.

Holly also leads the IT Service Desk department for corporate and field employees. Holly is dedicated to providing exceptional experiences for both David’s Bridal employees and their customers.

Holly Carroll

Holly Carroll, VP, Customer Service & Contact Center Operations, David's Bridal

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Join an exclusive group of senior executives for an ongoing series of virtual roundtables

This is the third installment of a new series where we explore the future of the contact center and customer care. Our take? For the traditional contact center — with hundreds of people sitting side by side, taking calls to service one customer at a time — there simply is no future. The contact center as we know it today is over. Come together with your peers to discuss how conversational AI and messaging are shaping what's next.

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