[Webinar] Top customer experience challenges and trends of remote hybrid workforces

Join us for a virtual session where Audrey William’s, Analyst from Ecosystm will share the top five CX trends and challenges for 2021.

This webinar will take place on:
March 10, 2021
12:00 PM - 01:00 PM AEDT

In the shift towards remote working it is vital that workers have access to the right tools and data insights to provide the best customer experiences no matter their location.

While exploring the challenges and trends of remote hybrid workforces, this webinar will outline how automation and AI are critical to transforming today's contact centres. Attendees will discover how brands can lock in customer loyalty by driving deeper customer engagement through mobile, self-service and digital channels through a singular view of the customer.   

The session will also bring the hybrid workforce trends to life through a real-life example of 'a day in the life of a remote agent' using Genesys cloud. The demonstration will immerse viewers into the role of a remote agent and how they can utilize the tool to best serve customers. It will also illustrate how brands can use automation growth to provide more assistance and drive a better employee experience. 

Why should you attend this session?

  • Learn the CX process areas benefitting from AI and automation at the core of contact centre technology
  • Recognize the long-term benefits of a secure cloud contact centre
  • Understand why a single-view of the customer is critical to deeper engagements and greater sales conversions
  • Learn about how critical collaboration tools are for your remote workers 
  • Watch use-case based demonstrations to experience 'a day in the life of a remote agent’ 
  • How to use gamification – for example creating a leader board


Audrey William
Principal Advisor

One of the foremost multi-disciplinary analysts in the APAC region, Audrey boasts an eclectic set of expertise, in segments as future of work, unified communications, video and collaboration, contact center, CX, outsourcing and conversational AI.

Audrey has a proven track record both as an analyst and a business leader, having spent close to two decades in various analyst roles, providing counsel to C-level executives on go-to-market strategies – most recently as Head of Research and Senior Fellow at Frost & Sullivan’s ICT practice in Australia and New Zealand. As one of the pioneers of the firm in the region, Audrey played a pivotal role in its regional expansion, ​ including building and mentoring a team of analysts across various markets in Asia-Pacific, including Malaysia, Singapore and Australia. ​

Michael Slip
General Manager, CX Business Unit

Michael Slip is responsible for ensuring that NTT ANZ has a compelling suite of CX and collaboration solutions and services nationally, from consultation to implementation through to operational support.

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