In this session John Burke, Executive Director of Customer Experience & Systems for Wine Enthusiast’s editorial and consumer products, shares his experience integrating omnichannel into his organization’s customer support workflows. With a unique perspective of balancing digital and physical products across a diverse team, Burke shines a light on where business CX is today, about how technology will empower not just agents, but customers, to power the customer experience of the future.

In this session attendees will walk away with insights and actionable advice on:

• How to effectively integrate digital channels into the contact center
• Ways that brands can leverage customer loyalty to engage customers
• How to add value with an established, customer-centric community