With technological advancements, more and more customers turn to online and mobile channels for their needs. It's increasingly crucial for BFSI leaders to offer robust support services to help customers navigate the complexities of products and services. Achieving the perfect balance between cutting-edge technology and personal interaction with human experts is crucial in building long-lasting customer relationships.

Our panel of experts will explore the benefits of blending digital channels with the empathetic and skilled support of contact centers, which can provide added value to maximize the benefits of AI and thrive in the rapidly evolving CX landscape with convenience, and efficiency.

As we wrap up 2023, it is critical to reflect on where we went right, and where we went wrong. Contact Center leaders shared their greatest challenges, priorities and opportunities to highlight a roadmap for the year ahead.

CCW Digital Analyst Brooke Lynch will unpack findings and facilitate a discussion on their latest market study ‘Future of the Contact Center.’ Highlighting insight on the evolving agent experience, new technology and rising expectations, this session will deep into new research from CX leaders focused on continuous improvement.

This discussion will also explore:

- Contact center priorities for the next 1-2 years

- Training competencies and the evolving agent role

- AI and self-service for the modern customer