Digital & AI rewrite the rules of CX - featuring Forrester and Belfius

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Featuring Forrester, Belfius, Genesys and Orange Business Services

About this talk

In this webinar, our guest speaker from Forrester will walk us through the new CX reality and how advanced technologies can help you transform your contact center into a full-on customer engagement center and customer Belfius Insurance will tell us all about how they accelerated digital-first engagements and embraced AI-powered CX technologies to deliver truly customer-centric experiences. As customer behaviours continue to shift online, providing instantaneous service and digital experiences is essential to creating lasting, memorable experiences. Your contact center, empowered by Digital and Artificial Intelligence is central to your overall omnichannel communications strategy and giving customers the personalized attention they want. While conversational bots empower customers to self-serve and handle contact qualification, virtual agents execute admin-driven processes to optimize operations efficiency. Your employees are freed to handle more complex interactions and unlock business opportunities. Identifying your business drivers and putting the best technology framework in place is essential for creating additional value for both your customers and bottom line. Speakers: * Max Ball – Principal Analyst, Forrester * Pascal Buyle - Deputy Head of Customer Services Life & Health, Belfius Insurance * Stephane Minana – Head of Europe CX & UC Sales Experts team, Orange Business Services * Neel Davda – DX Specialist - Enterprise, Genesys

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Orange Business Services is a global network operator, IT systems integrator, managed security services provider and consultant. We have deep expertise in cloud, mobile, social, IoT (Internet of Things), big data and cybersecurity in a diverse range of industry verticals. Our focus is on “humanizing technology” – helping enterprises create better digital experiences for employees and customers to drive business growth.