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Webinar: Customer Engagement for a New Digital-First World: Improving CX, Agent Satisfaction, and Revenue in a New Normal

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This FREE webinar was recorded on:
November 19, 2020
02:00 PM - 03:00 PM EST

The world looks very different than it did at the start of 2020. The global pandemic has dramatically increased the speed of digital transformation as throngs of consumers are going digital for the first time to do things like online banking, grocery shopping, and more, creating a new digital-first normal.

While so much of our environment is in flux, the mission of customer service teams remains steady. Organizations need to do more with less to support customers who are expecting more than ever.

Join us as we dive into the survey results and cover the top 3 emerging trends:

  1. Foundational self-service improvement is a top priority The bottom line: enabling customers to solve their own problems can pay huge dividends.
  2. Getting digital channels to your team How to make digital more effective and how to do it in such a way to optimize costs.
  3. AI as a catalyst Getting started with AI is critical to accelerate maturity. Those who have adopted AI are ready for these changes. Those who have not adopted AI are falling further and further behind.

Presenters:

Amanda Caparelli
Research Development Analyst
Customer Management Practice, a division of IQPC

Amanda Caparelli is a research development analyst and content contributor within the Design & Innovation and Customer Experience sectors. In her current role, she is responsible for the creation of meaningful content within the human-centered design and CX space to help bring customer insights to life through cutting-edge market research and content development. 

Fun Fact: Amanda enjoys reading Stephen King novels and watching hockey and baseball in her free time. 

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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