Date: July 28th, 2026
Time: 12pm – 1:30pm Central Time
How do enterprise organizations successfully leverage GenAI in the contact center without losing control of their data? This webinar combines Deloitte’s strategic industry research with KMS Lighthouse’s practical expertise to show CX leaders why modern Knowledge Management forms the critical foundation for AI success, proven ROI, and reduced time-to-knowledge.
Agenda
- The Power of Partnership: Revolutionizing Contact Center Operations & KM – Opening remarks from Deloitte and KMS Lighthouse, uniting Deloitte’s global leadership in contact center operations with KMS Lighthouse’s deep domain expertise in customer service knowledge management.
- The Future of Contact Centers – Led exclusively by Jose Alarcon (Deloitte), exploring the evolving landscape of customer experience and industry direction.
- The Academic Foundation of Enterprise KM – Led exclusively by Doron Gower (KMS Lighthouse), exploring academic research around knowledge management foundations and how it ensures successful GenAI implementations.
- The Contact Center Pulse: Cross-Industry KM Maturity Lab – A live, interactive peer-benchmarking poll tackling real-time enterprise challenges and time-to-knowledge hurdles.
- Client Impact Story – A real-world case study from a premier KMS Lighthouse client sharing frontline success, tangible impact, and lessons learned.
- Unlocking Business Value: KPIs, ROI Overview – A practical breakdown of KM maturity stages, key performance indicators, and how to build a bulletproof business case.
Key speakers
Senior Manager | Sales & Service Excellence | Future of Service
Deloitte Digital
Senior Manager in Deloitte Canada’s Future of Service (FoS) practice with over 10 years of experience leading large-scale contact centre transformations. Specialised in CCaaS strategy and delivery, including end-to-end implementations of platforms such as Five9, Genesys, and NICE, as well as AI-driven capabilities (e.g. virtual assistants and automation).
Leads go-to-market strategy and partnerships for Five9, Parloa, and KMS Lighthouse, while acting as a Capability Lead within the practice. Brings deep expertise across CX/EX strategy, target operating model (TOM) design, business case development, and complex programme delivery.
Combines strategic advisory with hands-on execution across the full lifecycle—from current state assessment and vision definition through to deployment, change management, and value realisation—supporting clients in modernising customer operations at scale.
Chief Solution Architect
KMS Lighthouse
Doron Gower is the Chief Solution Architect at KMS Lighthouse, where he supports global enterprises in transforming their knowledge management initiatives. He has advised leading organizations across multiple industries and has spoken at events worldwide, including the UK, the US, Australia and many places in between.
Doron holds an MA in Land Economy from the University of Cambridge and is a frequent contributor to analyst research, executive forums and industry panels. He brings a balanced perspective on the future of work, helping organizations successfully enable generative AI projects within environments that prioritize sustainable, human centered performance.
Director of Customer Success
KMS Lighthouse
Michael is an enthusiastic Customer Success and Sales leader with a proven track record of building, developing, and motivating high-performing global teams in fast-growing SaaS environments.
With deep expertise spanning business, service, and technology, Michael is passionate about forging relationships built on trust, genuine value, and joint growth. A data-driven decision maker at heart, he thrives on solving complex problems from high-stakes negotiations and escalations to closing deals that stick.
At KMS Lighthouse, Michael works closely with enterprise customers to ensure they unlock the full potential of knowledge management — helping organizations scale smarter and serve better.
CBO
KMS Lighthouse
Simon is a versatile, results-oriented leader with extensive experience across product development, business operations, and client relationships. Known for building high-performing teams and turning around underperforming organisations, he brings a hands-on, sleeves-rolled-up approach to every challenge — working side by side with his team to drive real outcomes.
A mentor at heart, Simon believes in motivating and empowering the people around him to do their best work. His expertise spans Knowledge Management, GenAI & ML, Strategic Partnerships, Analytics, Information & Cyber Security, and Product Development.
At KMS Lighthouse, Simon is focused on helping enterprise organisations unlock the strategic value of knowledge management in an AI-first world.
