Name: Top customer service trends to watch out for in 2023
Start: 2023-02-28T23:00:00Z
End: 2023-02-28T23:00:19.000Z
Location: BrightTALK
Rating: 5

As the only unified customer experience management platform (Unified-CXM), Sprinklr helps the world's biggest companies make their customers happier across 30+ digital channels — using industry-leading AI to create insight-driven strategies and better customer experiences.  This BrightTalk channel has been set up to share brand innovation, thought leadership and useful insights regarding CXM and related topics. 

Discover the transformative potential of AI, uncover barriers to success, and gain insights into redefining contact center efficiency. This session offers a deep dive into leveraging AI to elevate operational excellence and meet the evolving demands of customer service.

Topics include:

1. The current landscape: Exploring priorities of contact center leaders in 2024. 
2. Unveiling CCW research insights: Delving into how leaders are evaluating and implementing AI initiatives.
3. AI initiatives evaluation: Examining the criteria used to assess the effectiveness of AI solutions in enhancing operational efficiency.
4. Best practices and strategies: Exploring actionable steps and best practices for leveraging AI technologies to optimize workflows, streamline operations, and deliver exceptional customer service.

AI at the Helm: Reshaping Contact Center Efficiency

"Reacting" to customer issues in today's customer experience landscape, simply isn't enough. Today, customers expect instant recognition, accurate anticipation of needs, and proactive value at every touchpoint. Teams who are able to measure 100% of their customer interactions have a much better picture of their customer experience and can drive meaningful change. The technology to make this shift is now a reality.

In this session, you will hear real customer stories on how customer service and contact center leaders transformed the aspiration of a proactive customer experience into a reality. Our speakers delve into research, best practices, and unveil the potential of AI to unlock predictive customer intelligence. 

Key topics include:

1 - Research on new customer expectations for 2024.
2 - Strategies for transitioning from a reactive to a proactive customer contact approach.
3 - Common pitfalls to avoid when pursuing AI and conversational intelligence initiatives.
4 - Empowering agents to forge personalized and meaningful connections.
5 - Real-world success stories showcasing AI-driven solutions that amplify customer satisfaction and loyalty.

Beyond Reactive Support: How to unlock the future of intelligent interactions

"Harness AI to free up agent time and energy for complex tasks". A common phrase, but are contact centers ready for practical implementation? To thrive in a customer-centric era, agents must be empowered to handle challenging issues efficiently. Not doing so leads to disengaged employees, inefficiency, and unhappy customers.

Discover how to create next-gen agents who excel in complex interactions, reducing call times and boosting satisfaction. This webinar unlocks the power of "super agents" with these topics:

1 - Defining super agents: essential skills and competencies in the AI era.
2 - Redefining workflows to meet evolving customer expectations.
3 - Modernizing coaching and quality management for employee development.
4 - Overcoming obstacles and empowering agents through AI initiatives.
5 - Measuring productivity and agent happiness for success.

The AI Game-Changer: How to Turn Your Agents into Super Agents

Customer expectations are rising. Boosting agent productivity and crafting unforgettable customer experiences is a must. If you want to become the best in your niche, figuring out what AI and Generative AI can do for your teams is non-negotiable. 

Your journey to success begins with understanding key CX trends, staying ahead of shifting customer expectations, dismantling agent experience obstacles and focusing on the most impactful AI use cases. This webinar is your guide to making it happen. 

In this session, we cover: 
1 - The new rulebook for empowering agents to wow customers in the age of AI 
2 - Four trends transforming the CX landscape 
3 - AI’s role in eliminating key sources of effort and frustration in your customer and employee experiences 
4 - Keys to delivering personalized, proactive experiences at scale

The Evolution of AI in Contact Centers: The New Rulebook to Elevate CX

Supercharge Your Social Media Growth with Sprinklr Social

From Burnout to Boom

Watch this webinar from Kunwar Singh and Sabari Priyadarshini to understand how to:-

1) Use a wider channel coverage to your advantage in the ever-expanding social universe
2) Explore enterprise grade governance with 10 times more granular roles and permissions than leading competitors
3) Analyse your performance in-depth and get insights that matter to your business with customer metrics and reporting
4) Discover a platform that evolves with your business need with unmatched architectural flexibility

Scale social media management across governance, reporting and channel coverage

Watch Chetan Manda to understand how to:-
1) Identify critical trends across the world that inform your social media strategy
2) Gain deep insights using network clusters to identify patterns

Transform unstructured social data into insights with AI based social listening

Watch Abhishek Singh, Director, Product Management, Sprinklr to understand how to:-
1) Deliver a comprehensive customer experience by effectively bridging social media management with customer service
2) Enhance collaboration between social and service teams for a seamless experience delivery
3) Explore efficient customer service with Sprinklr Service
4) Discover Sprinklr exclusive features that make customer service simple, yet powerful

How to transform your social channel into powerful social customer service?

Watch Kunwar Singh, Senior Product Manager, Sprinklr to understand how to:-
1) Get insights into your brand, consumers, and industry from thousands of conversations online
2) Benchmark competitor performance across engagement, fan sentiment, following, and more

Gain actionable insights into brand & competitive performance with AI tools

Watch Rohan Satyanarayan Vijay, Vice President, Product Management, Sprinklr to understand how to:-
1) Leverage OpenAI’s ChatGPT to instantly generate channel-specific content
2) Modify content by defining tones, adjusting length, simplifying responses, translating and more
3) Generate fully fleshed brief for campaigns with just a few prompts
4) Schedule content at AI-recommended times for maximum reach and engagement using Sprinklr AI’s Smart Schedule

Unlock efficiency with smarter publishing powered by ChatGPT and Sprinklr AI

Watch this session by Rohan Satyanarayan Vijay, Vice President, Product Management, Sprinklr for understanding how to:-
1) Leverage omni-channel publisher for swift channel-specific customizations and support for diverse content including Twitter threads, Facebook reels and more
2) Stay on-brand with multi-level approval workflows
3) Plan social media posts better with the most comprehensive and feature-rich editorial calendar
4) Organize assets with an advanced asset manager that makes social media management efficient with baked-in approvals, versioning and more

Deliver channel-specific diverse content quickly, across channels

Watch the video for:-
1) Championing influencer management for building brand trust and credibility 
2) Tracking user-generated content and managing publishing rights and approvals 
3) Leveraging employee advocacy to amplify the reach

How to build brand authenticity by leveraging UGC & employee advocacy?

As technology continues to evolve, so does the way we sell. Artificial intelligence (AI) is rapidly transforming the sales landscape, and providing  new opportunities for sales professionals to connect  with customers and close deals. 

Join us as we provide you with practical  strategies to harness the creative potential of AI to drive sales success. In this webinar, our experts will demonstrate how you can use AI effectively to  engage with prospects, leverage predictive analytics to identify high potential leads and  discover cool tips and techniques for creating differentiated client experiences. 

By the end of this session, you’ll be ready to implement strategies designed to help you drive revenue success across 2023 and beyond by

Understanding and harnessing the power of AI to empower your sales team to compliantly share on their social channels
Driving major growth when it comes to productivity
Modernizing your marketing strategy for peak ROI

Navigating the Future of AI: ChatGPT & You

Bring content to market up to 40% faster with a unified content marketing platform

Are disconnected workflows and siloed teams slowing you down? Do you feel saddled with disparate content marketing tools and point solutions creating bottlenecks in content production: preventing personalization, scalability, and visibility for campaign. Do you feel overwhelmed by the sheer amount of data you need to analyze, and report on? Don't worry, we've got you covered.

Join Sprinklr executive Vincent Washington, VP - CXM Best Pratice Group, to master the art of holistic approach to planning, collaboration, and analytics together on a single, unified platform. Don't miss this opportunity to learn how workflows can efficiently generate revenue and execute omnichannel campaigns.

You’ll find out:

How to reduce content production costs by up to 50%
How upgrade your content marketing platform stack to maximize campaign effectiveness
How to Improve campaign performance up to 32%
How to Avoid brand risk and prevent repetitive work by up to 25%.

Outsmart Adversity: Ramp-up Your Content Marketing ROI During Uncertain Times

“76% of executive leaders see CX as critical to meeting organizations’ business goals,” according to a Gartner report. Contact Centers are front and center in customer interactions and provide a treasure trove of data. 

Contact Centers can become the insights engines for the entire organization – improve sales conversions, identify up-sell/cross-sell opportunities, and drive product innovations and service offerings. 

Join us in this webinar to discover how to turn your Contact Center into a competitive advantage for your brand.

What is in it for you?

Get to know: 

Why organizations need an Intelligence Center?

Key tenets of a best-in-class intelligence center

What are some of the best brands doing?

How can Sprinklr’s Insights Engine help you stand out?

Event Agenda

Introduction to Contact Center Intelligence and best practices – 15 minutes

Use case discussion – 10 minutes 

Sprinklr’s Unified AI in action – 10 minutes

Q&A – 10 minutes

Transform your Contact Center from a cost center to an intelligence center

An effective self-service strategy can significantly reduce the cost to serve. But how do you implement a world-class self-service strategy that empowers customers to serve themselves? 

What are the tenets of a self-serve strategy that drives customer retention as well as revenue growth? Where do organizations fail in their self-service journeys?

Join us in this webinar to discover the best practices for designing and implementing a self-service strategy.

What is in it for you?

Learn:

How an efficient customer self-service portal reduces cost to serve

Key tenets of best-in-class customer service

How Sprinklr can help you stand out with Self-Service Communities, Guided Workflows and Conversational AI

Event Agenda

Introduction to best practices for self-service strategy – 10 minutes

Sprinklr’s Unified AI in action – 10 minutes

Use case discussion – 20 minutes

Q&A – 5 minutes

Future-proof your contact centers:  implementing a self-service model

Join us for a complimentary virtual workshop and discover how to optimize costs, elevate CX, and position yourself for long-term gains. 

Ensure great CX that retains customers even during a recession 

What’s in it for you? 

Engage with our CX experts, discuss issues, raise questions and clarify doubts you are grappling with in your contact centre. Learn how to leverage the power of unified AI without overhauling your existing contact centre tech landscape to: 

- Get real-time insights across your customer journey (channel of choice, preference, context, emotions, etc.) 
- Orchestrate self-serve capabilities through AI-enabled no-code configurations 
- Improve quality management by unlocking real-time coaching 
- Boost agent productivity with a unified single-pane view of your customers 
- Experience the impact of unified AI on the customer journey and experience.

Recession proof your contact centre with Unified AI

Learn how winning tech companies actively listen to their customers’ needs and future-proof their success. 

The world's smartest B2C tech organizations don't presume to know the experiences their customers want. Instead, they proactively listen to zillions of conversations and use these actionable insights to qualify and quantify customer value. The result: impactful experiences and products that customers love. 

Join experts from Sprinklr and IDC explore the topic of “powering ‘customer-led growth’ for technology organizations,” including how to future-proof your success by helping your product, sales, marketing, and support teams get closer to your customers. 

What’s in it for you? 
- Engage with our CX experts, discuss issues, raise questions and clarify doubts you are grappling with in your contact centre. Learn how to leverage the power of unified AI without overhauling your existing contact centre tech landscape to: 
- Get real-time insights across your customer journey (channel of choice, preference, context, emotions, etc.) 
- Orchestrate self-serve capabilities through AI-enabled no-code configurations 
- Improve quality management by unlocking real-time coaching 
- Boost agent productivity with a unified single-pane view of your customers 
- Experience the impact of unified AI on the customer journey and experience.

Powering Customer-Led Growth for Technology Organizations

Sub-title: A masterclass to discover the latest trends that will influence the art of customer service 

Discover the trends that will influence customer service in 2023 

Masterpieces stand for their uniqueness. They are timeless because they are truly authentic. This is true for art – and for customer experiences. 
 
Businesses have undergone a decade’s change in the past two years, but customer service has yet to meet expectations. Parallelly, persistently high inflation, expensive talent, and global supply challenges are pointing toward an economic slowdown in 2023.  

Take a virtual tour of the museum of The Girl With a Pearl Earring as we discuss the top customer service trends for 2023, among ecstatic art pieces. 

Get inspired as our customer service experts discuss: 

- How customer service will be more self-serve or community engaged 
- How customer care will continue to evolve into customer engagement 
- How customers will continue to get more comfortable engaging with AI bots 
- Why proactive care is more effective than reactive care

Top customer service trends to watch out for in 2023

Predictions

Customer Advocacy

Customer Care

Customer Engagement

Customer Experience

Community Marketing

The social media marketing community on BrightTALK is composed of thousands of engaged social media professionals. Learn about social selling, B2B social media and social media marketing for businesses with live and on-demand webinars presented by industry leaders. Fine tune your social media marketing strategy by participating in live webinars and round table discussions.

Social Media Marketing

The marketing operations and automation community on BrightTALK is composed of thousands of marketing automation professionals. Learn and share best practices for marketing campaign analysis, outbound marketing and lead creation with hundreds of on-demand webinars and videos. Increase your engagement and fine tune your funnel management strategy by asking questions during live, interactive webinars with marketing automation peers and industry leaders.

Marketing Operations and Automation

The digital content marketing community on BrightTALK is made up of thousands of marketers using rich media and thought leadership content to drive engagement. Join to learn best practices for digital content creation and distribution and explore how content engagement can help you connect with your existing and prospective customers and drive revenue.

Content 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.

Marketing

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 emerging technology insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on technologies like 3D printing, pervasive robotics, natural interfaces, connected everything and cognitive systems.

Emerging Technologies

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Top customer service trends to watch out for in 2023

Presented by

About this talk

More from this channel