Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience

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Comcast Business

About this talk

Data and technology are increasingly playing an integral part in helping businesses forge more human connections with their customers. Recent research by IDC shows that improving the customer experience (CX) is a major driver of digital transformation (DX) initiatives and that a range of algorithms and data are supporting CX innovations. In fact, IDC analysts have stated that, by 2023, technology to improve and understand CX (including software, services and hardware) will be a nearly $508 billion market globally, making it among the largest areas of investment. By gathering data from across the spectrum of customer experiences, businesses stand to better understand their consumers, tailor interactions to individual customer needs and interests, and build trust. In short, data and technology are helping brands be more empathetic. Join us on November 13th at Noon ET for “Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience,” a webinar from Comcast Business. Our expert panelists will explore how companies are setting customer experience objectives, how empathy deployed as an enterprise-level tool to improve CX is being powered by data and technology, the unique challenges data-driven CX presents, and how CX initiatives can drive digital DX. Participants will learn how: • Infrastructure can support advanced, integrated CX • Different intra-organizational priorities can be directed toward a single, high-level DX strategy • Conflict between long-term infrastructure investments vs. near-term priorities can be resolved • CX/DX budget and strategy can be aligned • To “sell” the strategic vision for tech investments that drive empathy at scale Panelists: • Alan Webber, Program Vice President, Digital Strategy and Customer Experience, IDC. • Chad Carloss, Executive Director, Customer Experience, Comcast Business.

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Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help organizations of different sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network, and backed by 24/7 customer support, Comcast Business is the nation’s largest cable provider to small and mid-size businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. For more information, visit ComcastBusiness.com. Follow on Twitter @ComcastBusiness and on other social media networks at http://business.comcast.com/social.