Chris Bauserman has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing, campaign strategy, and market intelligence for NICE inContact CXone – the world’s #1 cloud customer experience platform, empowering contact centers to deliver exceptional service. Prior to NICE inContact, Chris led marketing and GTM strategy for ecommerce and customer experience solutions at Rackspace, helping brands deliver a great buying experience for their customers. He also held various leadership roles at IBM and SailPoint (prior to its $2B+ IPO), launching intuitive cloud service desk and cloud security products to improve the employee experience.
A new year demands fresh approaches—and for contact centers, this means a drastic shift to digital-first customer service that goes far beyond voice-centric service. In fact, customers are rapidly moving beyond first-generation digital (email, chat) to the next-gen digital they use every day: social, messaging, and mobile apps. But the majority of contact centers lack a seamless, integrated digital strategy—the equivalent of letting the phone ring off the hook! The digital revolution requires big changes but comes with big payoffs in customer satisfaction, customer lifetime value, agent productivity and savings in telephony costs. Digital CX is no longer a “nice to have”—it’s a must.