Perspective on CX, AI and the Changing Contact Centre
Customer experience technology is changing quickly. AI, cloud platforms, automation, CRM, workforce management and new approaches to customer engagement are reshaping how organizations serve their customers.
But new technology does not automatically create better customer experiences or better business outcomes.
Insights is where I share practical perspectives on the trends, technologies and decisions shaping customer experience, drawing on decades of experience in contact centre technology, solution architecture and CX transformation.
Topics include:
Customer Experience and CX Strategy
Contact Centre , CCaaS & Genesys Cloud
AI, Automation & AI Goverence
Genesys Cloud and the Evolving CCaaS Market
Workforce Management & Employee Experience
CRM, Data & Customer Context
Technology Strategy & ROI & Business Value
The objective is not simply to discuss what is new, but to ask a more important question:
What does it actually mean for your business, your employees and your customers?
