An afternoon with UPSTACK

How Voice AI Elevates the Customer Experience

From First Call to Resolution: How Voice AI Elevates the Customer Experience

In this session, PolyAI will show how voice AI helps organizations across industries handle routine customer interactions so staff can focus on what matters most: delivering exceptional service. We will discuss how Voice AI agents can integrate seamlessly into CRMs, booking systems, and complex workflows to streamline the customer journey from the first phone call to final resolution and beyond.

PolyAI’s technology is already implemented by some of the world’s largest brands in hospitality, retail, healthcare, financial services, and utilities—helping them reduce wait times, increase customer satisfaction, and unlock new levels of efficiency.

Presented by

Your hosts

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Darek Johnson

As the founding member of PolyAI’s healthcare vertical, Darek is responsible for building and leading the expansion of PolyAI’s healthcare business across the Eastern United States. His role focuses on driving go-to-market strategy, developing strategic partnerships with health systems and providers, and establishing PolyAI’s footprint in one of the most complex and fast-moving sectors. Leading market growth, sales execution, and early-stage business development, while partnering cross-functionally to shape the company’s healthcare offerings and position PolyAI at the forefront of AI-driven patient experience.

Adam Gottfried

With over 30 years of expertise in customer experience, Adam specializes in helping businesses navigate the complexities of CX technology. At UPSTACK, he works closely with clients to identify, select, and implement solutions that align with their goals—delivering measurable impact where it matters most. Prior to UPSTACK, Adam led CX sales practices at top industry providers, where he developed a reputation for crafting strategies that drive both business outcomes and customer satisfaction.

About UPSTACK

UPSTACK is the leading full-service technology brokerage that empowers businesses to make smarter technology investments. Through a vendor-neutral approach, UPSTACK delivers expert advisory and execution services across the entire technology landscape—including data center colocation, cloud, connectivity, networking, cybersecurity, AI and more—at no additional cost to its clients.