Mary Cook is a senior operations and customer experience leader specializing in AI-enabled contact center transformation. She brings deep cross-industry expertise spanning healthcare, veterinary medicine, financial services, and high-growth SaaS organizations. Throughout her career, Mary has built de-novo contact centers, redesigned multi-site operations, implemented Voice AI and agent-assist technologies, and led large-scale quality management and workforce transformation programs. Her work focuses on harmonizing human expertise and intelligent automation: designing operating models where AI enhances triage, routing, QA, knowledge access, and coaching—while humans focus on empathy, judgment, and complex problem-solving. Mary’s approach is grounded in practical frameworks, psychological safety, and measurable ROI. She regularly advises executives on AI strategy, EX/CX alignment, contact center modernization, and data-driven quality programs.

Kill The 40-Page PDF: Building a CX-Ready Knowledge Layer for Agents, Bots, and AI

Your customers and agents are not reading that 40-page PDF. And your AI tools can’t do much with it either.

If we want better CX, we have to build content in a way that works for humans and machines: agents, bots, and LLMs. This session tells the story of transforming “document-first” knowledge into a modular, CX-ready knowledge layer for a complex support organization. We’ll walk through:

• How chaotic PDFs and SharePoint sites were blocking self-service and agent performance
• The content strategy behind breaking work into reusable “micro-answers” tied to real journeys and intents
• Before-and-after metrics on agent ramp time, handle time, first-contact resolution, and self-service deflection

We’ll share a lightweight content model, governance approach, and measurement framework that content and operations teams can adopt without a massive re-platform.

In this session, you’ll learn about:

• How to translate CX and contact center pain points into a practical content strategy
• A reusable pattern for modular, AI-friendly knowledge that supports agents and bots
• Ways to prove ROI using before/after metrics on CX and operational performance