Exciting Updates from the Contact Center AI Association

We are thrilled to share some exciting news about the Contact Center AI Association and opportunities for you to get involved. As we continue to grow, we are proud to announce the following updates:

Chapter Establishment

We have officially established a West Coast chapter in the San Francisco Bay Area. Therefore, we now have the following chapters established:

• Southeast Chapter: Atlanta

• Northeast Chapter: New York City

• West Coast Chapter: San Francisco Bay Area

We are currently evaluating the launch of a Midwest Chapter in Austin, Texas.

Here are the leaders of each chapter:

• West Coast Chapter:

  • Mark McKercher - VP, Global Support at Sovos. Previous experience leading customer support operations at Roku, Samsung, Google, Amazon, and PayPal.

  • Andrew Pace - Head of Google One and Google Photos Customer Care.

• Northeast Chapter:

  • Michael Mattson - Manager, Customer Experience at Travelers Insurance.

• Southeast Chapter:

  • Chip Kennedy - Customer Success Leader at InteLogix. Previous experience leading customer support operations at Mailchimp and Verizon Connect.

  • Stephanie Eruteya - Senior Manager, Vendor Management at FanDuel. Previous experience at Verizon Telematics.

Our Mission

The CCAIA is a nonprofit organization with a charitable mission to educate and empower contact center leaders on the use of AI in customer support. We aim to distill insights through in-person boardroom style meetings among contact center leaders.

Starting in 2025, we will broaden our efforts to share these insights with the wider CX community (more details on this in our next newsletter).

Opportunities to Get Involved

We are actively seeking contact center leaders to join us in the following roles:

1. Board Members:

   • We aim to grow our National Board from three to five members.

2. Secretary – Northeast Chapter:

   • Work alongside Michael Mattson to host the boardroom style meeting in New York City. The next Northeast Chapter meeting will take place in New York City in Q3 2025.

3. National Committee Members:

   • Open spots are available on:

     • National Steering Committee

     • Education Committee

     • Partnerships and Sponsors Committee

Please note: These positions are reserved for individuals who lead CX and contact center operations.

How to Get Involved

If you're passionate about advancing the use of AI in customer support and want to help shape the future of the industry, we’d love to hear from you!

Simply reply to this email to express your interest or ask any questions.

Thank you for your support!

Best regards,
John Walter
National President
Contact Center AI Association

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