Virtual roundtable

The contact center as we know it is over

GM Financial, one of the world's leading auto financing companies, shifts 60% of contact volume to messaging and automation in record time.

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Event details


June 16, 2020


Session 1
Tuesday, June 16, 2020
11:00 AM - 12:00 PM EDT

Session 2
Thursday, June 18, 2020
12:00 PM - 1:00 PM EDT

What to expect:

Hear from GM Financial’s CXO, Bob Beatty on how his team expedited their conversational strategy — shifting 60% of customer contact to messaging and automation to manage 5x contact volume.

GM Financial exceeds ambitious goals in their shift toward conversational: a year of transformation in less than half the time

In January 2020, GM Financial had an aggressive goal in place: By the end of the year, their customer contacts handled by messaging would go from 10% to 50%. Now, GM Financial is among the brands that has seen a year’s worth of evolution take place in a matter of weeks — as of this May, they have already blown past their goal with 60% of contacts coming through messaging. As they look ahead to the rest of this year, GM Financial has their sights set on automation, aiming to automate 50% of these interactions. Bob will walk us through:

  • How the investments made in messaging and IVR deflection at the beginning of the year served them in the wake of the COVID-19 pandemic
  • GM Financial’s strategy handling a 5-fold increase in customer contact volumes by retraining staff and leaning on messaging and AI  
  • A refreshed customer experience roadmap as GM Financial embraces the new normal

Program speaker

Meet the innovator

Bob Beatty
Chief Experience Officer, GM Financial

Bob Beatty is the Chief Experience Officer at GM Financial. Over the past several years he has led his team in making substantial investments in establishing a customer communication platform that is less transactional and more conversational in nature, less burdensome and more convenient and respectful of his customers’ most valuable asset: time. He aims to create the best customer experience in the world, regularly exceeding customer, dealer, and OEM expectations.

Bob Beatty

Bob Beatty, Chief Experience Officer, GM Financial

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

This is the second 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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