How to Achieve the Next Generation of Customer Self-Service

Presented by

Brian Cantor, Principal Analyst & MD, CCW; Sheila McGee-Smith, Founder & Principal Analyst, McGee-Smith Analytics

About this talk

Join Contact center industry experts Brian Cantor and Sheila McGeeSmith and Cognigy’s Derek Roberti, as they take you on a step-by-step journey to identify your organization’s biggest CX needs and the rewards you can expect from CX transformation. With the benefit of data, real-world examples and use cases, you will learn where to plan and deploy AI-driven self-service at critical moments in your customer journey and how to prepare your operation for emerging self-service opportunities. Specifically, our experts will explore why self-service has failed to meet customer expectations and what can be done to deliver a customer experience that is frictionless and satisfying, while also alleviating much of the agent’s mundane workload. Attending this MasterClass will provide you with insight into: • How will self-service elevate the overall CX journey • How to build trust in new Conversational AI applications • The ROI to expect • The actions to take

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Welcome to Cognigy's webinar channel! Who is Cognigy? We are a global leader in omnichannel Customer Service Automation. Intelligent voice and chatbots powered by our Conversational AI platform help businesses improve service quality, reduce operational costs, and support teams across the enterprise. Why join our channel? Our team hosts insightful and thought-provoking discussions on how Conversational AI helps enterprises accelerate their digital transformation goals and improve how they communicate with their employees and customers. For more info, register for one of our upcoming webinars, view any of our past events on-demand, or visit us at