3 Critical Customer Service Changes for 2021-2022: Are You Ready?

Presented by

Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Chris Bauserman, VP Marketing, CXone, NICE

About this talk

Digital transformation accelerated by at least 5 years during the COVID-19 pandemic with 44% of companies having a CX transformation initiative complete or underway. Another 32% are planning to start one in 2022. To understand the lasting consumer impacts of CX digital transformation, it is essential to look at where their journeys truly begin. Customer journeys don't start with a face-to-face interaction at a store, branch office, or when the customer initiates a call with an agent. They’ve already interacted on various digital channels, including your website, mobile apps, review websites, 3rd party communities, and virtual assistants. It’s vital to understand customers’ digital preferences and their experience along their entire journey. Only then can you see what’s working well—and what’s not—and where you can gain competitive advantage. The right contact center platform connects these new digital journeys with enhanced self-service, AI-driven channels, and real-time analytics that enable CX leaders and their teams to drive a loyal and lasting relationship with customers. This reaches far beyond just a great service moment. Join Robin Gareiss, Metrigy CEO & Principal Analyst, and Chris Bauserman, NICE VP Marketing, CXone from NICE, in this informative and time-sensitive discussion to learn: 1. New journeys: Where will consumers start their new ‘digital first’ journey, and how do customer engagement teams need to reorganize? 2. New agent skills: How should you hire, train, and leverage your staff when engagement moves beyond traditional ‘break fix’ calls. 3. New data insights: With more data than ever about the customer experience, how do you harness and make the most of it?

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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.