How to Perfect the Next Generation of Customer Self-Service

Presented by

Brian Cantor, Principal Analyst & MD, CCW

About this talk

Join Cognigy and contact center industry expert Brian Cantor as they define the steps and what to consider when implementing an end-to-end fully personalized customer experience that delivers a seamless self-service environment across all channels. You will learn how to secure stakeholder engagement, where barriers and dead ends can occur and how to avoid them. We’ll spend time exploring what can be gained from integration with existing legacy and infrastructure systems, how to introduce a multilingual capability, and how AI is a game changer for agents and customers. Underpinning this session is how an organization benefits from increased agility and resilience. Attending this session will give you insight into: • How to achieve full personalization and orchestration across all voice and digital channels • The pitfalls of customer service silos and how to avoid them • How to deliver the next generation without a rip and replace approach • Key takeaways and action plan
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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