Max is passionate about helping companies better serve their customers and has spent most of his career in the Contact Center space focusing on the customer experience. He has worked in a variety of roles including Product Marketing and Management, Sales and Professional Services. He has worked for Genesys, IBM, 8x8 and other companies. In his role as Product Marketing at RingCentral, Max focuses on helping companies build Collaborative Contact Centers.
A successful Digital Transformation doesn’t start with IT. A successful Digital Transformation doesn’t mean chucking new interaction channels at customers,a successful Digital Transformation can’t happen if you don’t know who your customers are and why they are reaching out to you.
In this session we will discuss how to take comprehensive view of your customers to identify their needs, and deliver the customer experiences that will make a difference to them:
• How to address your culture and customer relationships to drive the right customer experiences.
• How to know what information you need to identify your customers and their needs so you can provide highly personalized experiences.
• What technology you need and which communications channels will work for your customers to deliver the best possible experiences.