Unlocking best in class CX through personalization, predictive CX and intelligent automation
Free CX Network Online Event | December 06 - 08, 2022
Day One - 6 Dec 2022
10:00 am - 10:45 am
EST
Managing evolving customer requirements and agent experience in the contact center
Ben Varela -
Enterprise Account Executive, Contact Center,
RingCentral
The world is changing and expectations from our customers are coming at us faster than ever. The businesses that respond and meet those expectations will win the loyalty of those customers. Join Ben Varela, Enterprise Account Executive for Contact Centers at RingCentral, for a keynote presentation followed by a discussion with CX Network's Editor-in-chief, Melanie Mingas, as they discuss how businesses should respond and what tools can be provided to agents to manage increased customer expectations.
Join this webinar to learn more about:
- Understanding how change will impact your business
- How your agents and workforce can be equipped to manage this change
- Stepping ahead of the curve and being ready for the next wave
Sponsored by: RingCentral
11:00 am - 11:45 am
EST
Purpose Built CX: People before Tools
Chris Warticki -
VP, Customer Experience,
Epicor Software
Dave Hoekstra - Evangelist, Calabrio
With new CX technology being constantly introduced and developed, it can be easy to forget that it is your people who power your CX strategy. We are joined by Chris Warticki, VP of Customer Experience at Epicor Software and Dave Hoekstra, Product Evangelist at Calabrio as they explain why the future of CX is in the people, not the tools.
Join this webinar to learn more about:
- Making sure your CX strategy has a defined purpose
- Using the purpose to defend your brand
- Adding tools to your strategy to enhance your people, not the other way around
- Customer Experience distilled
Sponsored by: Calabrio
12:00 pm - 12:45 pm
EST
Ensuring ROI during economic downturn and creating a culture of CX
Claire Hill -
Customer Operations Director,
Travel Counsellors
In an economic downturn, return on investment (ROI) has never been more important, and when companies have to cut spending, CX often takes a hit. In this environment, listening to your customers and getting upper-management sponsorship for CX initiatives has never been more important. We are joined by Claire Hill, Customer Operations Director at Travel Counsellors, as she discusses current trends in voice of the customer (VOC) and how to build a company culture of CX.
Join this webinar to learn more about:
- Meeting higher customer expectations during a cost-of-living crisis
- Using a combination of theory and metrics to demonstrate the value of CX and gain sponsorship
- Building a culture of CX throughout business departments
