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Webinar - Connecting Customer Experiences and Employee Experiences: CX Innovation in 2021

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This FREE webinar was recorded on:
December 16, 2020
02:00 PM - 03:00 PM EST

You’re living through an unexpected and rapid shift in the way you serve customers. CX practices must also change to meet the moment. Managing the dramatic influx of queries into all CX touchpoints - website inquiries, chatbot conversations, agent phone calls, customer feedback surveys - poses a growing threat to your business. 

When you connect both your customers and agents to a single source of truth across these channels, you can reduce risk and delight customers by creating seamless transitions from self-service to agent support.

Listen in on a conversation between Matt Wujciak, CCW Digital Writer and Analyst, and Lucidworks’ VP of Product Marketing, Justin Sears, as they discuss how data-driven personalization and machine-learning strengthen omni-channel connectivity, and profitable CX at scale.

Come prepared with questions!

In this webinar you’ll learn: 

  • Why connecting your Customer Experience (CX) with your Employee Experience (EX) will increase both internal operational efficiency and external customer satisfaction
  • How automating personalization will improve customer loyalty and retention rates
  • How to leverage your data so your chatbots can tackle the low hanging fruit - freeing up time for your support agents to solve the tough problems that require a human touch

Presenters:

Matt Wujciak
Digital Writer & Analyst
IQPC

Matt Wujciak is an analyst and writer for CCW Digital, the #1 global online community and research hub for customer contact and customer experience professionals. Matt’s work has been featured by a number of different publications and NYT, WSJ bestselling authors, Forbes coaches and council members, and C-level executives from fortune 500 companies.

He is known in the CX media world for his industry-leading research and reports, articles and case studies on CX, consumer behavior, UI/UX, digital marketing, performance optimization, customer service, and brand strategy. He also speaks at live events and produces online event sessions, webinars, and podcasts for CCW Digital and associated brands.

Connect with Matt at matt.wujciak@customermanagementpractice.com or on linkedin.

 

We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
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