PANEL: Improving the Digital Customer Experience
Wednesday, March 10, 2021, 1:30 PM - 2:00 PM
John Sandoval Brian Clancy Felicia Jones Anis Mungapen

When looking at the technologies that support representatives in their roles, automation tools, such as chatbots, are necessary for keeping pace with customer demands and helping staff work efficiently. The migration to the cloud has also created new opportunities for integration, automation and artificial intelligence in contact centers and service desks. When customer experience is at the heart of people strategy, how do you ensure your customers are receiving the level of attention that they are looking for? Our panel of experts will discuss questions such as:

• How can you utilize AI and cognitive technologies to help predict and prevent issues and assist users through self-help?
• How do you train contact center employees virtually and ensure their flow of information is secure?
• What are examples of how the application of automation, AI and analytical technologies have improved workplace support operations and reduced incident tickets?
• How can video and collaboration tooling provide an improved customer experience?

Contact Centers & Customer Experience