Choose Your Own CX Adventure

An excellent customer experience should be tailored to each individual; with customers quickly adopting new digital mindsets, they now expect seamless yet personalized interactions with their favorite brands. As we transition toward a more hybrid lifestyle, customers also now require access to comprehensive digital and traditional support as they re-establish their in-person routines. 

To provide this level of service, and support customers effectively, agents must be prepared with both the proper resources and soft skills to initiate genuine and efficient interactions. While this isn’t easy, Talkdesk’s 2021 ‘Opentalk’ event gives insight on how to achieve a superior customer experience. 

In a choose your own adventure style format, attendees can view sessions across topics like agent engagement, CX transformation, and workforce management to piece together an effective strategy for implementing innovative and effective customer experiences. With tracks that focus on vision, giving inspiration for the future of CX, innovation, and customer success, viewers gain access to insights on delivering consistent and exceptional service, even as customer preferences and behaviors continue to evolve.

To break down some of the key themes and topics, here are a few sessions and formats attendees can look forward to:

How Better Employee Collaboration Drives Better CX

As we enter a new hybrid reality, keeping employees connected and giving them opportunities for collaboration is more important than ever. WIth employees operating out of their home offices one day, and coming into the office the next, companies must work to implement a unified front that keeps employees engaged no matter where they are.

This seamless collaboration requires access to internal systems and technology that can support omnichannel interactions for both customers and agents. In 2021, integrated and effortless support is so important to digital customers, therefore, giving agents the tools to facilitate a more connected experience is critical. Additionally, providing more opportunities for collaboration will help support a more efficient and exceptional experience, as agents are able to effectively learn from their peers and contribute more actively.

Employee collaboration, and technology that supports it, will be discussed in detail with Sri Chandrasekaran, Principal Lead Program Manager for Microsoft Teams, and Kevin Pierson, Sr. Product Director, United Communications at Talkdesk.

The Next Decade of Transformation CX

2020 undoubtedly prompted accelerated transformations. While customers may have adopted digital technology out of necessity, digital experiences quickly become the new normal for individuals seeking streamlined service. 

With this quick adoption and a consistent focus on innovating experiences, companies must prioritize transformation to meet growing customer expectations. 

Zeus Kerravala, Principal Analyst and CEO of ZK Research, will discuss the impact of digital-first engagement and give advice on how companies can prepare for the next decade of transformation. 

Customer 360 and Driving Customer Obsession

Customer obsession is critical in today’s environment. To remain competitive and facilitate exceptional service, companies have to be customer-obsessed. The concept implies that companies map out experiences from the customer’s perspective, and design an end-to-end journey that prioritizes the customer’s true needs.

This strategy can be achieved by emphasizing a 360-degree view of your customer. By gaining a line of sight into every aspect of the customer journey, companies can work to create an experience that reflects a customer obsession mindset. Additionally, once companies gain a deeper picture of their customer pain points and successes, they can facilitate consistent and meaningful interactions on every channel. 

The value of customer obsession and customer 360 will be discussed in detail with Robert Gavin, VP of Alliances & Technology ISVs at Talkdesk and Woodson Martin, EVP and GM, AppExchange, at Salesforce.

To attend Opentalk on June 15-16, or see the speaker lineup, check out their website and register here.

Photo by Pixabay