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AUGUST 14, 2019
Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Connect with her: www.cx-journey.com Competitors change: New ones enter the marketplace to compete with you at all levels, or they may just pick off easier touches along the value chain to disrupt the space.
Alliance by IFS
AUGUST 16, 2019
Software AG envisions a connected world in which everything is communicating, connected and generating data. Identifying and operationalizing these data insights is our mission,” said Niraj Kadakia, Senior Director, Ecosystem Solutions at Software AG USA. “We About Astea International.
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Comm100
AUGUST 16, 2019
Social media is about being accessible to emerging generations of consumers, and is in some ways the most accessible channel because the customer doesn’t have to visit you to connect 24/7 support at a low cost, easy deflection of common FAQs with consistent messaging and engagement Allows you to connect with your customers on a more personal level.
Avaya
AUGUST 14, 2019
When Orwell’s dystopian work was first published in the middle of last century, the technology needed to monitor citizens’ coming and going was in its infancy; but now, some seven decades later, it is becoming mainstream. A major cog in that technology is facial recognition (FR).
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
The aim of a script has always been to assist and help the agent, and technology has enabled many agent assist capabilities, such as real-time sentiment analysis and collaborative or dynamic scripting. Agent assist technologies can support the agent. Agent attrition and retention are connected to engagement and competence.
Oracle
AUGUST 13, 2019
Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Public Sector General Session: Smart Connected Government. You can also view the full CX session catalog here.
Oracle
AUGUST 14, 2019
Thanks to the proliferation of new technology in the form of artificial intelligence (AI) , internet of things (IoT) sensors, and connected smart buildings , there’s an innovation opportunity to take better care of people while traveling. Here are 3 technologies to watch in this space. Predictive maintenance.
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
Find and connect with the right talent to fill roles fast with these tools: More data! Advanced search: Narrow the search to find candidates using specialized filters like education, and current company technologies. What is ZoomInfo for Recruiters? We have added 10's of millions of personal emails and mobile records.
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As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.
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With most companies slow to adopt a truly customer-centric approach, organizational and technological silos are mostly to blame for the uphill battle.
Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting
Genuine connections between brands and consumers happen when empathetic team members are enabled with effective conversational messaging technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. This is a session you don't want to miss!
Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections
You don’t need the latest, greatest CRM technology or data visualization tools. Brands that connect with customers on a personal, emotional level will be more successful than others. Join Rhonda Basler, Marketing Director of Hallmark Business Connections, to make your brand genuine and make it stick.
Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design
When looking for ways to apply this cutting-edge, revolutionary technology, we can be both dazzled and blinded as well. How long will it be until AI comprises the entire CX sector and real people no longer connect with real customer concerns? At the highest level, AI is about helping us be the best version of ourselves as humans.
Advertiser: TTEC
Meeting these needs means delivering relevant experiences through the right technology such as messaging. Learning objectives: Create genuine connections through channels consumers prefer. Today’s customers want to be met on the channel of their choice with experiences that are both personal and unique.
Advertiser: ZoomInfo
Forward thinking sales leaders are starting to prioritize technology initiatives. As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of RapportBoost.ai
Speaker: Tony Medrano, CEO of RapportBoost.ai
Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. How contact center leaders and agents can reap the unique benefits of connecting with customers across all channels.
Speaker: Hope Neiman, Chief Marketing Officer of Tillster
However, another under-the-radar resource can be utilized to create a similar degree of connection and drive the same kind of customer loyalty: Digital ordering platforms. With increased visibility into customer behavior, brands become well-equipped to leverage their technology, increase sales, and ensure returning customers.
Speaker: Rana Gujral, CEO at Behavioral Signals
Customer service technology has largely been the same for decades. 4th Edition State of the Connected Customer This means you can’t afford to put your customers on hold for long or deliver poor communication. But are your contact center practices able to grow with a customer’s experience?
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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