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.
Everyone knows that the digital transformation in the contact center is inevitable, and the mission to get there is becoming ever more urgent. While you can more easily move to cloud and add sought-after capabilities like artificial intelligence (AI), bots, and new desktop tools, how does this affect how you actually interact with your customers? How does it impact the customer experience? Just adding AI may create additional automation, but if your customers are frustrated and your agents baffled, you’re taking two steps back.
In this session, we address how you can join the digital transformation while keeping your focus on improving the customer experience. We’ll cover new capabilities that empower the customer with further self-service and cut costs at the same time. We’ll also share some best practices to ensure you’re doing it all the right way: with the customer in mind.