Event
CX Exchange 2026
Join Modulate at the annual CX Exchange! CEO & Co-founder Mike Pappas will host a Think Tank workshop session on creating effective escalation pathways for customer service agents as they navigate unhappy customers and fraud in contact centers.
February 24-25, 2026
7:30 am - 4:15 pm ET
Le Méridien Dania Beach
Think Tank
Call to Action: Designing an Optimized Call Escalation Strategy
Too often escalation decisions either overload senior staff or frustrate customers with long handle times. This interactive workshop will walk through three real-world call scenarios to explore how to balance caller context, agent expertise, and AI/IVR coverage when determining escalation paths.
Through group discussion and scenario mapping, attendees will examine the tradeoffs of escalating too early versus too late and learn how to tune systems for smarter, faster outcomes.Takeaways: Learn how optimized escalation reduces costs, cuts call times, alleviates agent attrition, and boosts customer satisfaction. Walk away with actionable frameworks for building escalation strategies that connect the right callers with the right agents—quickly, accurately, and without unnecessary friction.
Through group discussion and scenario mapping, attendees will examine the tradeoffs of escalating too early versus too late and learn how to tune systems for smarter, faster outcomes.Takeaways: Learn how optimized escalation reduces costs, cuts call times, alleviates agent attrition, and boosts customer satisfaction. Walk away with actionable frameworks for building escalation strategies that connect the right callers with the right agents—quickly, accurately, and without unnecessary friction.
Meet the Team
Mike Pappas
CEO & Co-founder
Mike leads Modulate, which builds voice-native conversational intelligence for content moderation, online safety, and fraud detection.
Mike leads Modulate’s commercial segment, advises customers on best practices for customer success and safety. He sits on a number of boards and working groups related to compliance and online safety.
Mike leads Modulate, which builds voice-native conversational intelligence for content moderation, online safety, and fraud detection.
Mike leads Modulate’s commercial segment, advises customers on best practices for customer success and safety. He sits on a number of boards and working groups related to compliance and online safety.
Brandon Wilson
Senior Account Executive
Brandon is a sales leader with over a decade of experience helping startups and established companies drive meaningful growth.
He specializes in enterprise sales, business development, and go-to-market strategy, bringing a hands-on, relationship-driven approach to every engagement. Known for his adaptability and strategic insight, Brandon excels at aligning teams, building trust with customers, and turning complex challenges into clear paths for success.
Brandon is a sales leader with over a decade of experience helping startups and established companies drive meaningful growth.
He specializes in enterprise sales, business development, and go-to-market strategy, bringing a hands-on, relationship-driven approach to every engagement. Known for his adaptability and strategic insight, Brandon excels at aligning teams, building trust with customers, and turning complex challenges into clear paths for success.
Mike Tom
Senior Marketing Manager
Mike heads up brand content marketing at Modulate, shaping the company’s voice across the trust & safety and AI sectors. He drives mission-driven storytelling through strategic content, events, and partnerships that elevate Modulate’s presence and impact.
Passionate about online safety and meaningful social change, Mike focuses on connecting technology, empathy, and purpose helping showcase how Modulate’s innovations make digital spaces safer.
Mike heads up brand content marketing at Modulate, shaping the company’s voice across the trust & safety and AI sectors. He drives mission-driven storytelling through strategic content, events, and partnerships that elevate Modulate’s presence and impact.
Passionate about online safety and meaningful social change, Mike focuses on connecting technology, empathy, and purpose helping showcase how Modulate’s innovations make digital spaces safer.
About Modulate
Modulate is a frontier voice intelligence AI company and the creator of Velma. First recognized for its work in video games, powering titles including Call of Duty and Grand Theft Auto Online, Modulate is the world's leader in conversational intelligence -- especially when it comes to dynamic, emotive, noisy, and downright messy conversations as are the norm in the real world. To date, Modulate has provided insights into hundreds of millions of conversations, protecting tens of millions of end users from fraud, abuse, and harassment while improving efficiency, retention, and wellbeing for enterprises, call centers, and online platforms.