April 27, 2021
12:00 PM – 12:45 PM PDT / 3:00 PM – 3:45 PM EDT
Forrester predicts that customers who used digital channels for the first time last year will continue to do so, driving a 40% increase in the volume of digital interactions. But is your digital customer experience effortless and ready to keep them coming back?
Join moderators Abhay Prasad, Senior Director, Product Management, Intelligent Engagement at Nuance, and Shelbi Scott, Senior Manager, Omni Channel Optimization at Nuance, as they guide an interactive conversation on the strategies and best practices that will transform your digital channels into your customers’ new first choice. The discussion will also touch on creating awareness of digital channels, identifying when and where digital engagement provides the greatest value, and exploring how to create smoother, seamless channel transitions.
Join the conversation to dive into:
• How customers’ channel usage changed last year — and how brands rapidly adapted
• Innovative ways to “nudge” customers into digital channels — from using conversational outbound messaging proactively, to presenting personalized digital options at the perfect time
• The strengths of each digital channel, and how to play to them
• What it takes to seamlessly carry conversation context between your channels
This session is not available on-demand