Samuel oversees the development of RingCentral’s digital customer care tool (Engage Digital) across the Nordics/Benelux region. Samuel helps clients restructure their contact center operations to support an effective omni-digital strategy, which in turn drives CX and agent productivity. Engage Digital allows companies to centralise all their digital channels within one unified solution, enabling agents to obtain a 360° vision of their consumers (helping merge their digital identities), with built-in AI that streamlines client interactions.
Understanding our customers has never been more important. Therefore, in an increasingly connected society, the need to distinguish multiple digital identities to meet customers' needs is fundamental for businesses. An effective omni-digital strategy is an integral part of this, helping companies deliver the best customer experience possible.
· How to obtain a 360° vision of your customers through an omni-digital strategy
· Benefits of an omni-digital conversational history
· Anticipating the future of remote work for contact centres
· Exploring new omni-digital habits and exceeding expectations of customers.