Becky Ploeger serves as the Head of Hilton Reservations and Customer Care where she inspires innovation to deliver an elevated, world-class customer experience. Becky brings over 20 years of experience from customer-centric brands like USAA and Kohl's. She is a passionate thought leader, providing strategic execution of organization-wide initiatives that enhance productivity, quality, digitally-enabled and differentiated customer service, technology and bottom-line financial performance. Her impressive record and repeated success in fearlessly delivering transformational change through innovative hands-on operational leadership, relationship building and project management has led to millions of dollars in revenue generation and expense reduction.
This panel discussion features the shakers and movers in the customer contact technology market to discuss and debate the future landscape of CX and contact centre landscape.
· Will cloud gain more momentum in the post COVID-19 business world?
· Is conversational AI finally here and are we prepared for it?
· How is connectivity and mobility brought to the next level to support scaled remote working?