Contact center leaders at large financial institutions are under pressure from all sides: rising operational costs, increasingly complex customer inquiries, and customers who now expect to speak naturally with other systems. This session explores how one major card issuer navigated a decade-long transformation from legacy DTMF self-service to a fully conversational AI-powered contact center. Jason Philips, Director, Product Management & Strategy from Discover will walk through the strategic decisions, real performance outcomes, and hard-won lessons from their journey, including a migration of 80+ self-service flows to the cloud with zero customer disruption. Discover partnered with Omilia to improve self-service utilization while simultaneously improving customer satisfaction scores to above pre-transformation levels. You will leave with:
- Why DTMF has a performance ceiling — and what replaces it
- How to manage CX dips during major IVR transitions
- What metrics actually matter when modernizing self-service
