Philippe Mesritz

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As we obsess over the latest customer engagement trends - AI self-service, digital engagement, cloud contact centers - it's easy to forget why these matter in the first place. It is easy to forget that our number one goal is delivering frictionless, personalized, predictive, proactive, and utterly unforgettable experiences for our customers.

By rethinking the future of the contact center through the customers' eyes, this session will help you avoid that pitfall. You'll learn how customer demands and behaviors are evolving and, in turn, how you can leverage emerging technologies and innovative processes to deliver a seamless, effective omnichannel experience.

Focuses will include adapting experience design to customer intent, automating tasks for the right reasons, determining the correct degree of "conversation," and ultimately providing consistently strong interactions no matter when, where, or why the customer interacts.