The digital revolution hit warp speed when the world went into lockdown due to COVID-19. Seemingly overnight, companies needed to connect with an almost entirely remote workforce. For the most part, these employees have remained at home creating an even greater need for access to Microsoft applications and files anytime and from anywhere. A transition to the cloud was no longer a consideration for many of Microsoft’s customers — it was a requirement.
Microsoft is faced with continuing to deliver on our customer experience at scale with consistently higher volumes. A digital transformation to harness the capability of artificial intelligence (AI), machine learning, and other technologies was already in motion in an effort to increase our self-serve capabilities and deliver personalized, assisted support. Rapidly innovating at scale across our support delivery is now a necessity.
Join Bryan Belmont, Vice President, Customer Service and Support at Microsoft, to hear how his brand is harnessing capabilities across our People, Process and Technology to meet the changing needs of our customers.
Companies operating in the cloud had a major head start digitizing their customer experience (CX) and contact center operations, while also keeping people safe and working from home. As we look to the post-COVID-19 future, organizations need to further accelerate investment in cloud services as a critical enabler for accelerating innovation, de-risking technology investments, and driving growth.
Join Kathy Juve, EVP, Customer Experience Technology & Insights Division at Concentrix, to see how cloud services are helping address critical CX and operations pain points, including:
Whether you’re just starting your cloud journey or looking for more ways to fast-track your CX modernization, this session is for you!
Despite implementing chatbots, virtual assistants (VAs), and chat solutions, a lack of integration means that most enterprises aren’t seeing the reduction in call volumes they expected. But it doesn’t have to be this way.
Research shows most customers increasingly prefer using digital channels versus calling. Nuance has developed not one, but four call deflection strategies that enable our customers to deflect more calls while delighting more customers. Plus, when customers want to speak to someone, agents need to have the tools to resolve issues quickly and prevent repeat calls.
Join Abhay Prasad, Senior Director, Intelligent Engagement Product Management at Nuance, as he demonstrates how taking an AI-first, digital-first approach to call deflection can help you increase VA containment and agent productivity — and realize cost savings of 40% or more. In this session, you will discover how you can:
Recent headlines argued that coronavirus would usher in the death of the call center. But even today, non-voice channels like email, chatbots, social media, and self-service still account for only a portion of customer service interactions. When customers cannot resolve issues through non-voice channels, they turn to agents because people solve problems for other people.
Hear from Jen Lee, Chief Strategy Officer at Intradiem, as she shares why solving the call center data problem is crucial for improving the customer experience. During this session, you will learn more about:
The velocity and trajectory of transformation within customer experience (CX) operations have increased exponentially in the past 5 years, as have consumer expectations of what good service looks like and feels like. In order to be best positioned, both now and the future, it is imperative that organizations apply the right approach to their transformational efforts. Without a bold strategy, a unified vision, and a solid plan for managing change, many organizations will struggle to realize the benefits of their transformational journey.
Come hear Jared Benesh, Director, Client Experience Capabilities at H&R Block, as he shares his decades-long experience in steering successful CX transformations across a variety of organizations. Discover the components critical to success, and learn how you can change minds and implement a manageable, step-by-step plan for a successful transformation.
During this session you’ll hear about:
Given the turbulent times we have faced over the last 12 months, protecting the mental health of our call center agent population is more important than ever. To be effective, organizations must first begin with awareness, and then develop a plan to act.
Join Joel Walker, Global Head of Corporate Services Sourcing at Vodafone, and learn how one of the world’s biggest Tech Coms providers is working to protect and improve the wellbeing of agents across its global call center operations. Specifically, discover how Vodafone has built action plans around:
In today’s environment, when you’re looking to mitigate risk while outperforming the competition in customer experience (CX) delivery, moving quickly to adapt to change is critical. At the heart of it all is a people-first approach that is aligned with technology to improve relationships between team members and clients, drive efficiencies, and reduce costs. By taking a simplified approach, the road to CX success is faster, more joyful and more sustainable.
Join Yoni Epstein, Founding Chairman and CEO of itelbpo, as he shares his insights on how client relationship management is being redefined through flexible and customized use of technology that empowers employees to reach their full potential, and nurtures true partnership with clients.
Brands are officially doing business in what Forrester calls, “The Age of the Customer.” In this new era, customer experience (CX) is the battleground in which organizations win and lose. In order to compete effectively in The Age of the Customer, brands need to elevate their approach to CX and that journey starts in your organization’s contact/customer engagement centers.
Join Brian LaRoche, Marketing Director at CallMiner, as he provides an overview of the keys to delivering five-star CX experiences in contact centers through the understanding and actioning of insights derived from customer’s emotional engagements with your organization. During this session, you’ll hear about:
Healthcare works better for consumers when all its parts work together. When data and services are interoperable, healthcare becomes simpler and easier. A platform approach lets leaders and innovators address challenges with more speed and agility than before. Connected systems allow an exchange of data, information, and insights across partners, internally and externally, facilitating a nimbleness that leads to innovation and healthier lives.
Join Peter Howerton, Staff Vice President, Staff Vice President, Digital Transformation/ Salesforce.com Center of Excellence (CoE) at Anthem, as he shares the transformation brought about by Anthem’s Digital First strategy. Learn how Anthem had to first redefine itself as a digital-first enterprise before it was positioned to use digital technologies to make healthcare simpler, faster, and smarter for stakeholders. During this session, you will:
Customer service has shifted its role within organizations from operational support to becoming a critical data and revenue driver. The ways in which customers shop has shifted to digital, and fulfillment options are constantly evolving. Customer needs continue to shift and expand on two ends of a spectrum: high touch support and efficient responsiveness. Finding talent and managing associate engagement has moved online with Zoom interviews and virtual gatherings. In other words, the only constant in customer service is CHANGE, and the key to successful change is creating an adaptive service model that measures success by accountability to the customer experience.
Join Kate Showalter, Senior Director, Customer Service and PMO at Crate and Barrel, as she shares how to build an adaptive customer service organization, one that’s able to prioritize the customer experience by shifting to meet ever changing expectations. Listen as Kate discusses:
With omnichannel consumer expectations on the rise, CX complexity is outpacing organizational execution. Understanding and managing complexity is critical to building optimized customer experiences and is fundamental to every brand’s ability to layer strategic insight and automation across key CX touchpoints. Using Complexity Studies to analyze omnichannel contact drivers, issue types, support performance, and post-interaction satisfaction, brands can build rigorously tailored support programs, leverage key automations, discover new efficiencies, and meet specific customer needs across any channel.
Join Wadad Nsouli, SVP of Customer Success and Business Insight at ibex, as she talks with Yuliya Orlova, Sr. Director of Customer Experience and Quality Assurance at Toast, to unpack the data and detail that goes into mapping complexity and turning insights into action. In this session, you’ll learn how to: