Name: Optimizing Omnichannel CX
Start: 2021-05-27T18:00:00Z
End: 2021-05-27T18:00:57.000Z
Location: BrightTALK
Rating: 0

Using AI and machine learning to understand consumer intent, [24]7.ai helps companies create a personalized, predictive and effortless CX across all channels.

You’ve built your Conversational AI model for chatbot and virtual agents across voice and digital channels, trained it for your unique business use-case, tested it, tuned it, and deployed it to production. Regardless of the results you see – positive or negative, the reality is it’s only the beginning. The lifecycle of Machine Learning (ML) models continues long after deployment.  
 
Join the [24]7.ai product team to see how the latest and enhanced [24]7.ai Engagement Cloud platform features help your organization drive continuous business impact from investments in AI. 

What’s in it for you? You’ll learn how [24]7.ai can help you: 
• Accelerate time-to-market for your key customer experience programs by building bots twice as fast as you normally would and with improved flexibility and accuracy 
• Elevate the omnichannel customer experience by proactively analyzing and strengthening conversational designs 10X faster (than typical manual efforts)  
• Honor client data confidentiality and service level commitments by applying AI to monitor hundreds of thousands of WFH agents to form long-lasting client relationships 
 
Your Experts: 
Suraj G Rao, Product Manager, [24]7.ai
Abhishek Ghose, Director, Data Science, [24]7.ai

Your Host: 
Ananth Srinivasan - Senior Product & Solution Marketing Manager

Driving CX impact at Scale with Artificial Intelligence (AI)

Join this panel of experts as they discuss the findings of a new Frost and Sullivan report on leveraging digital solutions to create an environment that fosters customer loyalty and improves the agent experience.

Supercharge Customer Service and Agent Productivity With AI

How do you deliver a consistent, branded customer experience (CX) across voice, chat, and messaging channels—while making every interaction more cost efficient for you and satisfying for your customers? 

[24]7.ai Engagement Cloud™ automates your customer engagements and gives your human agents the best tools for interacting with customers. With this integrated platform you’ll easily build, manage, and automatically deploy your CX operations across multiple channels.

Join the [24]7.ai product team to see how new and enhanced [24]7.ai Engagement Cloud features deliver greater value to your organization. In this webcast you’ll learn how you’ll:
• Build an automated customer experience that deploys to your phone system in just minutes, plus add it to your messaging channels and integrate it with your website. 
•	Use the power of new voice tools in the Conversation Builder to engage your customers everywhere. 
•	How one tool from one vendor meets all your needs and improves your results.

Your Experts:
Adhar Walia—Director, Product Management
Raghu Suram—Senior Product Manager, AI

You Host:
Bruce Dembecki—Senior Director, Product Marketing

Deliver Omnichannel CX in a Single Tool

COVID-19 changed customer shopping behaviors dramatically overnight—and they’re not changing back. In fact, customer expectations for seamless, on-demand digital services are only increasing.

Want to learn how to use AI to create efficiencies while meeting the expectations of next-gen shoppers?

Listen to this webcast to learn ways AI will transform the retail & e-commerce industry such as:
•	Creating personalized, high-touch digital experiences to win customer loyalty
•	Automating the top retail intents to create CX efficiencies
•	Meeting customers on new touchpoints such as curbside pickups, seamless returns
•	And more!

Who’s Presenting?
•	Mandy Huckaby, Vice President, Practice Lead 
•	Celene Osiecka, Senior Director, Conversational Design

The Future of Retail CX—Winning in the Digital Era with AI

To deliver satisfying customer experiences, you have to combine human insight (HI) and artificial intelligence (AI). By playing to the strengths of each, you’ll enhance customer interactions and control company costs. That’s better for your customers, your agents, and your business.

Want to learn more about blending AI and HI in your contact center? 

Join our live webcast to learn:
•	Why humans and machines are better together 
•	What AI can do for agents 
•	How AI improves agent productivity, customer engagement, and more

Our [24]7.ai experts:
•	Jeetu Narayan VP, Digital Commerce
•	Emil Xavier, Product Manager, [24]7 Assist

Moderated by:
Lisa Matherly, Vice President - Marketing, [24]7.ai

Make Your Agents CX Super Agents: Empower Them with AI Tools

Organizations have devoted tremendous time and resources to improving customer experience (CX), but responsibility for the overall experience remains distributed. Are distributed efforts aligned to yield results? What does the future organization of CX look like?

[24]7.ai recently partnered with the research team at CMSWire on the CX Leader of the Future survey. By surveying hundreds of respondents in the CX space we were able to find insights into the levers that improve customer experience outcomes for organizations.

Join Sarah Kimmel, Vice President of Research for CMSWire and Dan Reed, Chief Customer Officer at [24]7.ai for a live, hour-long webinar that takes a deep dive into how the role of the CX leader is evolving over time and how organizations can evolve and increase the impact of the customer experience.

In this webinar on-demand, you’ll learn:
- How the role of the CX leader is changing and where it’s headed.
- How great the impact of centralizing responsibility for customer experience (CX) is, and what organizations that have centralized that responsibility are doing differently.
-The steps organizations should take on the journey to improve CX and where to start.

Leading CX Into the Future

Join the discussion as these CX leaders share key takeaways from their organizations’ successful experience moving their contact center agents from onsite to work from home (WFH). 

Meet our panelists: 
•	Krista Mathews, Chief Customer Officer, Overstock 
•	Brian Whitney, Customer Service and Contact Center Director, Urban Outfitters
•	Peter Ryan, Principal, Ryan Strategic Advisory
•	Monti Becker Kelly, moderator and SVP Customer Engagement & Strategic Accounts, [24]7.ai

Come to learn:
•	The role that remote working should play in future operating models
•	Essential tech needed to maintain strong customer service levels during the WFH transition
•	Best practice tips in compliance and collaboration
•	How to drive strong CX experiences and business outcomes amidst uncertain times

Bonus! We’ll send you our CEO PV Kannan’s book, “The Age of Intent,” when you attend the LIVE event and respond to our follow-up email with your mailing address.

How to Approach WFH in 2021: Future-proofing your Contact Center

Guest speaker Jennifer Adams, Senior TEI Consultant with Forrester reviews a multistep approach to evaluating the cost savings and business impact organizations can expect by using [24]7.ai Engagement Cloud. Engagement Cloud is a customer engagement platform that enables companies to increase service automation rates and improve agent productivity while enhancing CX.

The Forrester Total Economic Impact methodology helps companies demonstrate, justify and realize tangible value of undertaking new IT initiatives.

To better understand the benefits, costs, and risks associated with an investment in [24]7.ai, we commissioned Forrester Consulting to interview several companies with years of experience using the [24]7.ai Engagement Cloud technology. The interviewed companies found that the [24]7.ai Engagement Cloud enhanced customer service performance metrics, such as interactive voice response (IVR) containment, first-call resolution (FCR), and average handle time (AHT), and improved CX scores.

Join us to hear how the Forrester TEI study concludes that users of [24]7.ai Engagement Cloud can expect to a payback period of less than 6 months and an overall ROI of 217% over three years.

The Total Economic Impact of [24]7.ai Engagement Cloud - featuring Forrester

Does personality breathe life into our bots? Or does it hurt our perception of them? Join an esteemed group of conversational design experts for an interactive panel discussion, as they debate the value of adding a personality to chatbot designs.

You'll learn:
-When and why you need a personality in your conversational interface. (Or do you?)
-What companies need to consider about adding a personality to their chatbots.
-How personality can help or hinder your conversational bot.
-Whether a personality yields quantifiable success.
-The best tips on how to design a personality.


Our experts:
Margaret Urban, Staff Interaction Designer, Google
Shyamala Prayaga, Product Owner, Digital Assistant, Ford Motor Company
Phillip Hunter, Principal Product Consultant, CCAI Services
Brooke Hawkins, Conversation Designer, MyPlanet
Dr. Joan Palmiter Bajorek, Head of Conversational Research at VERSA and CEO of Women in Voice
Kristin Sanford, Manager, Conversation Design, [24]7.ai
Warren Oshita, Conversational Designer, [24]7.ai

Moderator:
Celene Osiecka, Senior Director, Conversation Design, [24]7.ai

Panel Talk: Personalities in Conversational Interfaces

Join us as we unveil SaaS-based [24]7.ai Engagement Cloud, your omnichannel, AI-powered CX platform!

Bruce Dembecki, Senior Director of Product, will step you through the way Engagement Cloud integrates and automates chat, messaging, and voice conversations as well as how to put to use its new self-serve capabilities. 

Learn how you can:

 • Manage and optimize every aspect of your customers' experience—all on a single, intuitive platform that even nontechnical personnel can use 

 • Quickly discover customer intent and automate your responses

 • Activate bots and FAQs once and send them across all channels

 • Focus on curating the most effective customers conversations, while automation creates the perfect version for individual digital and voice channels

 • Create dynamically personalized content and conversations using behavioral, transactional, and historical data

 • Share visual information to instantly address complex or personalized customer inquiries

 • Gain valuable customer insights from customizable reporting

We're proud to showcase how our market-leading AI technology combines beautifully with service teams' human insight (HI) to continually upgrade customers' experiences.

See AI + HI in action. Join us!

[24]7.ai Engagement Cloud

Asynchronous business messaging was already transforming customer service before Google Business Messages joined other popular channels such as Apple Business Chat, Facebook Messenger, and WhatsApp—and even before the COVID-19 pandemic drove customers from stores to online.

It’s easy to see why. Meeting customers wherever they are - whenever they want - works.

For customers, it means less effort, greater flexibility, faster/earlier issue resolution, and improved overall satisfaction.

For companies, it means strengthened customer loyalty, broader use of automation, the ability to handle increased volumes, and increased agent satisfaction.

Presenters:

Rob Lawson, Global Partnerships, Google

Rob evangelizes the Business Messaging ecosystem through partnerships with brands, bots, CSPs and mobile operators. 

Dan Miller, Lead Analyst and Founder, Opus Research

Dan founded Opus Research in 1986 and helped define Conversational Commerce through consulting engagements and by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech and natural language processing leverages Web services, mobility and enterprise software.

Gerry Woodbury, Director of Customer Care, Columbia Sportswear North America

Gerry is an experienced contact center leader. While customer service and technical support is his primary expertise, Gerry has been able to leverage his experience in engineering, fraud & risk, learning & development, and process improvement to drive large scale implementations to solve consumer and business problems.  

Nidhin Varghese (NV), Director of Strategic Alliances, [24]7.ai

NV is Director of Technology and Strategic Alliances at [24]7.ai. NV’s background in contact center strategy & customer engagement platforms has made him instrumental to [24]7.ai’s messaging transformation consulting practice.

Why Customers—and Companies—Are Embracing Asynchronous Business Messaging

3 Key Findings About Customer Support You Can’t Ignore

1. Your customers’ experience (CX) could be a lot better. 2. The customer support landscape is changing—fast. 3. New customer experience technologies are up to today’s challenges.

Join the discussion with David Gehringer, Principal at Dimensional Research and we’ll inspire you to rethink your approach to customer experience, so that you can give customers the experiences that they expect. 

•  How are automated support systems working from the customers’ perspective?
•  Does the preference for different support channels vary by age group or geography?
•  What are the support trends by industry?

The Dimensional Research findings confirm that customers are driving change in the service industry as they embrace messaging and other digital support technologies.

The CX Reality Check - Research, Revelations, and the Route Forward

Since the launch of the industry’s leading Conversational AI platform, [24]7.ai Engagement Cloud™, we’ve been piloting an aggressive roadmap, adding capabilities and ramping up performance. 

What’s New? Register to learn about:
• How the new [24]7 Assist™ for Salesforce dashboard integrates CRM records and chat to boost agent productivity by as much as a third. 
• The ways a new [24]7 Assist™ feature supports agents with ready-to-use smart responses, next-best response choices, and more—cutting agent response time.
• New natural-language neural text-to-speech (NTTS) and anti-fraud voice biometrics functionality in [24]7 Voices™.
• The value of bringing [24]7 Voices™, [24]7 Active Share™, and [24]7 Journey Analytics™ into the Engagement Cloud portal.
• And more!

Our three [24]7.ai Center of Excellence leaders really know their stuff—and can’t wait to share it with you!
• John Gaffney, VP, Voice Commerce
• Jeetu Narayan, VP, Digital Commerce
• Anand Madhavan, VP, Platform 

What Hasn’t Changed?
[24]7.ai Engagement Cloud still enables even non-technical personnel to create, manage, and optimize interactions with your customers, whether via automated or human agents. And it still unifies voice and digital channels—build a chatbot for your website, then deploy it to your IVR and messaging systems—enveloping your customers in a consistent, branded experience no matter which, or how many, ways they engage with your brand.

Optimizing Omnichannel CX

Omnichannel

Customer Experience

Customer Engagement

Customer Service

Chatbots

Agent Productivity

Conversational AI

Get powerful marketing insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which marketing strategies and techniques are driving customer and revenue growth.

Marketing

The marketing community on BrightTALK is made up of thousands of engaged marketing professionals. Find relevant webinars and videos on marketing strategy, branding and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

The unexpected nature of natural disasters and other disruptive events means that preparation is key to managing disaster recovery and business continuity planning. Join the business continuity and disaster recovery community for live and recorded presentations discussing best practices for business continuity planning, disaster recovery programs and business continuity management. Learn from BCDR experts to develop your critical infrastructure and gain insight into tactical solutions to your BCDR issues.

Business Continuity / Disaster Recovery

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Customer Success

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Optimizing Omnichannel CX

Presented by

About this talk

More from this channel