Webinar: The CX Imperative: Steps To Elevate Customer & Agent Engagement In 2021 & Beyond
More than 59% of consumers say the CX matters more than ever when making purchasing decisions and 75% of European customers have experienced bad service during lockdown.
Most companies, unfortunately, feel that delivering a great CX is more difficult than ever. They were already struggling to keep up with customer and agent needs - and now they have to address remote work and other COVID-19 transformations.
It is time to take significant action to create more agent-centric, agile, omnichannel, and customer-minded customer contact functions, and this webinar is the best way to get started.
Topics include:
• The biggest mistakes companies made in response to COVID-19
• How to eliminate "agent effort" and other contact center inefficiencies
• Blueprint for an agile, scalable contact center that supports omnichannel communication - and work-from-home
• Proven ways to leverage digital channels, and self-service, to gather more customer intelligence and elevate support
• Groundbreaking findings from our exclusive consumer survey
• Lessons from WhatsApp's successful digital engagement journey
All registrants will receive early access to a complimentary CCW Digital
Special Report: The Future of a Hybrid Customer Experience
Presenters:
Brian Cantor
Managing Director, Digital
Customer Management Practice
Brian Cantor is the Managing Director of Customer Management Practice’s Digital division. Driven by a passion for helping brands better empower their employees and more meaningfully connect with customers, Brian oversees research, product development, editorial vision, and commercial strategy for properties like CCW Digital and Customer Engagement Insider. Reaching a community of almost 200,000, these digital properties offer industry-leading commentary, research reports, and virtual event sessions.
Far from a “boardroom manager,” Brian routinely speaks at leading customer contact events and directly engages with global enterprises and innovative start-ups via training and advisory services sessions.
Fun Fact: Brian has impeccable artistic taste, as evidenced by the fact that the first concert he attended growing up was a Baha Men / A*Teens double feature.
Gareth Bray
Business Development and Partnerships
Gareth is part of the Business Development and Partnerships organization at WhatsApp where he is responsible for the EMEA Business Solution Provider relationships. He has 20 years’ experience building successful channel partnerships in both the traditional IT and messaging channels
Noel Lavery
Sales Director UK & Ireland
Infobip
Noel is Infobip's UK and Ireland Sales Director and has over fifteen years' experience in the contact center and digital communications sector. He led many successful high-profile digital transformation projects at Aspect Software, Nuance, and IMImobile. Noel helps organizations communicate with prospects and customers at scale on any channel, in a secure and cost-effective way.
