This interactive roundtable will challenge conventional approaches to omnichannel CX strategies, rethinking how technology and human touch work together to deliver exceptional results. While technology is a crucial enabler of efficiency, this discussion will emphasize the pivotal role top-performing agents play in driving satisfaction, retention, and revenue. By leveraging their unique abilities to create meaningful, empathetic connections with customers, businesses can boost their CX performance. Attendees will explore how to craft customer experiences that prioritize human connection while still benefiting from technological advancements, ultimately enhancing both agent and customer experiences.

• Understand the growing demand for hyper-personalization and how agents, supported by technology, can play a critical role.
• Investigate the link between emotionally connected agents and better customer experiences.
• Leverage technology to provide ongoing training and performance insights that help agents stay connected to the customer's emotional journey.