In 2024, it feels like there is so much up in the air. As we see new technology enter the market, we get a clearer picture of the potential we have to automate and improve, but this pathway still feels out of reach.
With new technology like agentic AI, there is a future in which agents will take on a more dynamic role. But, what does this look like? And, how can we as leaders actually prepare for it?
Beyond a new role, the workforce is ever changing. Gen Z and Gen Alpha are poised to take on a more active role in the workforce, meaning our standards for hiring, training and ongoing development may also need to shift.
This session will act as a wrap up for our year in CX. It will also dive into the next-generation workforce and agent experience. CCW Analyst, Brooke Lynch will share insights on top statistics of 2024 and share insights on what leaders should focus on now.
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2025 is poised to be the tipping point of generative AI adoption that will reshape customer experience across industries. Waiting is no longer an option - Companies must act now to execute their genAI strategies, or risk being left behind by both competitors and customers.
The 2024 Future of the Contact Center report uncovers key CX and EX trends driving the next era. How can you leverage genAI to gain a real competitive edge, radically transform customer experience, and empower agents for next-generation challenges?
Join Brooke Lynch, Divisional Director of Digital at Customer Management Practice, and Chris Arnold, ASAPP VP of Contact Center Strategy with 20 years of experience leading enterprise contact center strategy and technology implementation, for a dynamic discussion on future-proofing your contact center. You’ll walk away with practical insights to deliver exceptional customer and employee experiences while gaining a decisive edge over competitors.
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Understanding the Voice of the Customer (VOC) is crucial for achieving business success. VOC insights drive improvements in customer experience, loyalty, sales growth, and overall customer perceptions. By leveraging AI-powered solutions, businesses can provide real-time consumer intelligence across various operations such as sales, marketing, and customer service. This empowers organizations to make informed decisions and gain a sustainable competitive advantage. Join us for an insightful session with Sprinklr to explore how AI can transform VOC into actionable insights.
The future of customer service lies in AI-driven solutions, where Generative and Conversational AI are not just tools but strategic enablers of transformation. Join this educational seminar hosted by Gartner/IDC/Forrester AI Agent Platform leader, Cognigy, to learn about the latest contact center AI innovations that are positioning enterprises for a future-ready, AI-first workforce. Hear how global brands like Toyota and Lufthansa are using AI Agents to deliver exceptional CX to their customers, and gain insights on how to lead an organization into the next era of customer service excellence.
When looking to the future of experiences, digital comes to the forefront. In 2024, customers expect access to seamless digital support. With tools like generative and agentic AI, self-service has become a promising reality.
But, currently as few as 17% of customers say that they trust chatbots and self-service to solve their problem. While the future is bright, leaders must work to communicate the benefits of digital and enhance experiences to secure buy-in from customers. By establishing a comprehensive digital strategy, leaders can build trust and increase adoption over the long-term.
Lei Han, Managing Director, Digital Experience Strategy, First Citizens Bank will share insights on the future of digital support. At a time when customers expect more than ever before, leaders will need to take this moment to optimize and improve self-service and digital.The session will also cover:
Accelerating development of contact center technologies have resulted in a wide array of configurations, with successful organizations across industries finding themselves at very different stages of their optimization journey.
In this session, Justin Michaud, Director of Customer Care for brands Life360, Tile, and Jiobit will discuss the intricacies, benefits, and challenges of bringing three contact center teams under one roof. We’ll also cover the risks and considerations associated with making numerous changes to contact center operations in a short period of time, focusing on its impact on agents.
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When outsourcing, leaders often have concerns over how providers will fit into their contact center culture. Agents are a direct representation of the brand, so their role in delivering a consistent, elevated and comprehensive experience is essential.
Ensuring that your provider meets these standards, then, must be a priority. By setting employee experience standards and building this culture from day one, leaders can enter into a partnership with confidence.
Fred Kleiman, Vice President of Customer Service at Tennis Channel, shares insights on how he leads with Richard Branson's principle that, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”
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