Which executives join the CCW BFSI Exchange? Our Past Attendee Snapshot offers an inside look at the senior CX and Customer Contact leaders who attended last year. Discover which job titles benefit the most, what their top priorities are, and more. See how you’ll be connecting with like-minded professionals who are shaping the future of customer contact.

In the age of customer autonomy, meeting modern expectations requires more than responsive service—it demands empowering customers to take control of their journeys.

This briefing explores:

• Why customer empowerment is so challenging.
• How to avoid common pitfalls and enable true customer autonomy.
• Real-world case studies showcasing the benefits of delivering experiences on the customer’s terms.
  

Driven by real-world insights and exclusive research, this Special Report uncovers a framework for success.

Topics include:

• Startling truth about the “competency gap” that is preventing agents from excelling at high-value work
• Cultural factors that are jeopardizing the ability to elevate contact center performance
• Four ways the role of the contact center supervisor will change in the coming years
• Key opportunities for using technology and strategy to elevate the supervisor experience – and, in turn, agent performance
• Case study highlighting Samsung’s real-world success