Only 22% of customers today can choose how they engage with brands—by 2030, they’ll expect complete control. Discover the future of omnichannel CX and the technology reshaping customer interactions.
CX in 2030: Future of the Omnichannel Contact Center
May 20 | 12 PM ET
CX in 2030: Future of the Omnichannel Contact Center
May 20 | 12 PM ET
Nicole Darby is the Director of Customer Care at Mason Companies, Inc., a family-owned, multi-channel retailer with over 120 years of history serving customers through e-commerce and direct mail catalogs. With more than two decades of experience in customer experience leadership, Nicole is passionate about driving customer-centric strategies that deliver exceptional service, build brand loyalty, and support business growth. At Mason Companies, Nicole leads both internal and global outsourced customer care teams, overseeing more than 200 agents across multiple channels. She is known for her expertise in scaling service operations, implementing innovative technologies, and fostering a culture of empathy, accountability, and continuous improvement. Nicole is a frequent speaker on topics such as customer experience transformation, workforce engagement, and operational excellence. Her pragmatic insights and people-first leadership style have made her a trusted voice in the customer experience community.
Tuesday, May 20th
1:00 PM Making the Customer Journey Effortless with AI-Powered Connection
Customers expect more than just great service—they demand flexibility in how they experience it. AI-powered customer experience (CX) is reshaping the future by creating seamless, effortless journeys. By bridging self-service and assisted channels like chat, email, and voice, businesses can deliver personalized, efficient service that meets evolving customer expectations. This shift is driving deeper connections and transforming how companies engage with their customers––fast.
By adopting AI-driven solutions, businesses can deliver personalized, connected experiences. For example, Mason Companies, a Five9 customer, achieved a 95% CSAT score by investing in omnichannel capabilities.
Join us to explore how the right solutions and strategies foster deeper connections throughout the customer journey, including:
- Creating an effortless experience
- Personalization and proactive engagement
- Driving exceptional CSAT scores
The New CX Starts Here. Discover how the Power of More can transform your organization and customer experience.
