CX Trends, Challenges & Opportunities
July 24 - 27, 2023 | 12PM ET
Day 1: Monday, July 24th
Research
12:00 pm - 12:30 pm
The Analyst Review: Uncovering Customer Needs, Challenges and Opportunities
Research Session
Brian Cantor -
Director & Principal Analyst,
CCW Digital
Brooke Lynch - Senior Analyst & Staff Writer, CCW Digital
Customer needs are constantly evolving — with new technology, platforms and styles of engagement it’s been difficult for brands to stay on the pulse of experiences. This is why leaders must prioritize insights to ensure they are truly understanding the deeper intentions behind customer behavior. With a focus on continuous learning and strategic learning, brands can consistently personalize experiences, build relationships and secure loyalty.
In this seminar attendees will gain valuable insight into what customers are thinking today. From self-service to social media to AI, CCW Analysts Brooke Lynch and Brian Cantor will highlight the top concerns customers are keeping under wraps. They will also share in-depth research on customer preferences, experience metrics and new technology that can support change in the contact center.
This research-based session will cover key learnings and trends from CCW Digital’s exclusive market study. Join the analyst team to walk away with insight from our annual consumer preferences survey on:
- The state of customer experiences today
- Top 5 pain points plaguing the customer journey
- Expectations for AI and self-service
- Preferences and standards for modern interactions
12:30 pm - 1:00 pm
Addressing the Productivity Crisis with Generative AI + Automation
Linda Ding -
Director, Solutions Marketing,
Automation Anywhere
The transformative synergy of Automation and generative AI presents an unparalleled opportunity to revolutionize your customer service teams and enhance the overall customer experience. This power combination promises to give agents a deeper understanding of customer intent, equip them to deliver personalized digital care, while driving faster resolutions. However, even with all its potential, integrating generative AI into the current workflow and tech stack can be a daunting task. So what should our approach be and where do we start?
Linda Ding, Director, Solutions Marketing from Automation Anywhere will share her vision for how generative AI + automation can address the productivity crisis affecting your organization, while explore strategies to ensure we can harness the power of generative AI effectively and safely. Topics for this session include:
- Achieving CX productivity gains from generative AI
- Early use cases for the enterprise
- Managing security and scale
