Name: The evolution of customer experience with Cisco
Start: 2024-04-29T22:38:00Z
End: 2024-04-29T22:38:30.000Z
Location: BrightTALK

At TTEC Digital, we believe the conversation — where a customer directly engages with your brand — is the most critical moment in the customer journey. In that moment, the experience can deepen a customer relationship, or damage it forever.  That’s why TTEC Digital is singularly obsessed with optimizing customer experience (CX) at the point of conversation. These conversations, and the contact center technologies that support them, are inseparable. We've built content to help viewers apply powerful technology and proven CX strategy together. 

Retail, consumer packaged goods (CPG), and manufacturing brands are facing rising customer expectations, tighter margins, and fragmented service systems. When agents lack context and AI is disconnected from the CRM, service slows, costs rise, and loyalty suffers.

The contact center can no longer operate as a cost center alone. It must drive efficiency, retention, and growth.

Join Microsoft and TTEC Digital for an exclusive webinar on how retail, CPG, and manufacturing organizations are modernizing customer service with AI powered contact center as a service. Learn how Dynamics 365 Contact Center delivers measurable ROI, supports true omnichannel engagement, and embeds Copilot AI directly into the flow of work.

Why watch:
- Understand why 2026 is a tipping point for CCaaS adoption in retail, CPG, and manufacturing
- Learn what differentiates Dynamics 365 Contact Center from Genesys, NICE, and Five9
- Hear real world examples from TTEC Digital customer implementations
- Get a practical roadmap to modernize your contact center without ripping out and replacing your CRM

From call center to profit center: Transforming customer experience with Dynamics 365 Contact Center

Don’t leave your Dreamforce learnings behind in San Francisco! TTEC Digital’s Dreamforce 2U helps you bring the latest Salesforce, CX, and EX innovations back to your organization and turn them into real results.

Join our panel of leaders as they share practical insights on:
• Trends shaping customer and employee experiences: How product strategy, service-oriented AI, and organizational maturity influence a complete 360-degree customer experience.
• Getting more from your ecosystem: Using your existing CRM, CDP, ITSM, and CCaaS tools to drive deeper connections and better outcomes.
• Speed without burnout: Approaches to start applying insights immediately, without the cost and complexity of disconnected proofs-of-concept.
• Simplifying complexity: Understanding overlapping capabilities and tools to clarify priorities and organize action.

Whether you’re evaluating how to get started, accelerating an existing investment, navigating licensing and consumption models, or evolving your roadmap, Dreamforce 2U delivers actionable guidance to help you move forward with confidence.

Webinar speakers: 

• Dave Seybold, Chief Executive Officer, TTEC Digital
• Alfredo Rizzo, Chief Technology Officer, TTEC Digital
• Amelia Robinson, Global Salesforce Practice Leader, TTEC Digital
• Adam Harvey, Enterprise Solution Architect, TTEC Digital

TTEC Digital's Dreamforce 2U

Thanks to AI and new manipulative techniques, fraud in financial services is growing fast. In fact, one in every 20 verification attempts in 2025 is now fraudulent, according to a recent Veriff study. 

Relying on a single line of defense leaves your contact center exposed. Today’s threats demand a defense-in-depth approach: multiple authentication layers working together to protect every customer or member interaction. 

Hear fraud experts from TTEC Digital, VoxEQ, TransUnion, and IDgo discuss how SmartApps Cloud brings together the best authentication technologies to make layered protection simple. Learn how device verification, voice biometrics, real-time voice analysis, and mobile multi-factor authentication can be orchestrated into one seamless workflow — boosting trust, reducing friction, and keeping you one step ahead of bad actors. 

Key takeaways: 

—Why layered authentication matters: Understand how fraud tactics are evolving and why single-point solutions fall short. 

—How layers reinforce each other: See how device, voice, and account-level checks work together to build trust. 

—Security without friction: Learn how SmartApps Cloud delivers fast, secure, and seamless authentication.

How to execute a powerful multi-layer fraud defense for financial institutions using SmartApps Cloud

AI is reshaping how credit unions engage with members — unlocking new ways to personalize service, streamline agent interactions, and deliver faster, more intuitive experiences. But with limited resources and a growing number of options, it’s critical to focus on AI use cases that drive real impact.

In this webinar, we break down the AI use case landscape, highlighting practical applications you can implement today and emerging trends to watch. Whether you're just starting your AI journey or refining your existing strategy, you'll learn how to build a flexible AI roadmap that delivers immediate value and positions your organization for long-term success.

We’ll cover how to:

-Identify & prioritize: Learn how to evaluate and rank AI use cases based on their fit and potential impact to your credit union’s unique business goals.

-Build your AI roadmap: Gain a clear framework for what you can implement today and how to prepare for key AI trends emerging in the next 6-12 months.

-Connect AI to KPIs: Understand how specific AI applications directly translate into measurable improvements for member experience, agent productivity, and operational efficiency.

Why AI, why now: Practical AI use cases for better member, agent and management outcomes

In today’s volatile economic landscape, flexibility and resiliency are critical for credit unions. Navigating shifting regulations, evolving fraud threats, sudden global trade impacts, and changing member expectations requires institutions to do more with less – and faster than ever before. How can your credit union build an operating model that not only weathers disruptions but thrives in the current environment?

Watch the session now to learn how to establish operating models and technology frameworks that adapt with the times, keep your credit union ahead of the competition, and protect your members. 

You’ll also learn: 

-Which tech solutions can scale with economic changes and evolving member expectations
-How to create agile teams that can flex across departmental roles 
-How to strengthen your compliance and fraud response strategies

Agile banking: Build and maintain flexible operating models for a rapidly changing world

Led by growing labor costs, hospitals and healthcare systems are facing a patient experience delivery crisis.

According to the American Hospital Association, labor costs now represent an $839 billion price tag – nearly 60% of all hospital operating expenses. Persistent workforce shortages, outdated workflows, and inadequate payer reimbursements exacerbate this problem, leaving healthcare organizations scrambling to preserve their razor-thin margins.

In this webinar, we explore how AI can deliver critical efficiency to labor-intensive healthcare workflows like scheduling, billing and claims; quality measures affecting value-based care; and clinical messaging between patients and their providers. You’ll learn:
 
• Where and how AI can be successfully implemented in healthcare

• Why it is more important than ever for all healthcare organizations to fully understand current patient experiences, and how to do so effectively

• Tips for creating strategies that use AI to facilitate experiences, rather than building experiences to accommodate AI solutions

• And more

Patient Experience RX: How AI can help drive critical operating efficiency

The contact center landscape is evolving fast — are you keeping up? In this on-demand webinar, explore the latest innovations driving more efficient, connected, and satisfying customer journeys. See how AI and Microsoft Dynamics 365 Contact Center can help your organization elevate both service and support with smarter tools and seamless processes.

What you’ll gain:

• Insights into digital innovation and future trends transforming financial services
• Real-world examples of Microsoft Dynamics 365 Contact Center capabilities in action
• A live demo following a financial services customer journey — from self-service to case completion

Don’t miss the chance to learn from industry experts and see cutting-edge technology in motion. Watch now and take the first step toward smarter, more seamless customer experiences.

The future of seamless experiences: Drive contact center excellence in financial services with Microsoft

Since generative AI burst onto the scene in 2022, AI chatbots or virtual agents have dominated the headlines — becoming a top investment priority for businesses across the customer experience landscape. While AI chatbots represent one key element of a modern member experience strategy for credit unions, they’re just the beginning when it comes to creating a truly differentiated end-to-end experience with AI. 

In this webinar, our member experience experts explore: 

• How AI can improve member experiences, streamline agent workflows, and activate new revenue opportunities when the conversation moves beyond the chatbot. 
• Opportunities for AI across the member journey — from self service, to escalation, to live agent/member interactions. 
• A roadmap for AI implementation — including which AI initiatives to prioritize first and how to evolve your AI strategy over time.

AI beyond the bot: How to introduce AI across your agent and member experiences

AWS re:Invent 2024 was packed with groundbreaking advancements — and now, TTEC Digital is here to decode it all for the world of customer experience (CX)! Join us for a dynamic, conversational panel discussion where our AWS experts and industry thought leaders unpack the biggest takeaways, highlight key CX innovations, and explore the tools that will redefine your customer interactions.

AWS re:Invent for CX Leaders: Insights & Innovation with TTEC Digital

While digital channels dominate the CX landscape, over 50% of customer interactions — and for some companies, up to 80% — still occur over the phone. Despite their reputation as clunky and frustrating, interactive voice response (IVR) systems remain essential. When optimized, they can deliver significant CX improvements and efficiencies.

In this roundtable discussion with TTEC Digital’s IVR experts, we explore why IVRs are still relevant and how innovations in AI and automation are transforming this technology. Discover practical strategies to make IVR a competitive advantage, not a customer pain point.

Discussion highlights:
• Why phone interactions still dominate: The persistence of voice channels and their critical role in customer satisfaction.
• The evolving role of IVR: How advancements in AI and automation are reshaping IVR systems — for better and worse.
• Cutting-edge technologies in IVR: The latest trends in AI, natural language understanding (NLU), and intelligent routing to enhance the customer journey.
• ROI and financial impact: The cost of modernization versus the benefits, including efficiency gains and CX improvements.
• Expert strategies for success: Proven approaches from industry leaders to transform IVR systems into valuable CX tools.

From dismissed to disruptive: How IVR will shape the future of CX

In today’s dynamic healthcare environment, patients have options. And they aren’t afraid to use them. In fact, a recent Harris Poll found 69% of patients would be willing to switch providers for better services. 

For healthcare organizations, that means optimizing operational efficiency while delivering exceptional patient experiences is crucial for success. Watch the webinar to see how Microsoft Dynamics 365 Contact Center and AI-infused Microsoft Copilot can elevate your healthcare practice.

3 key takeaways from this webinar:

1. How to enhance your organization’s operational efficiency through a streamlined patient experience— Learn how the Copilot-first Microsoft Dynamics 365 Contact Center can streamline processes and improve service delivery across all patient touchpoints.

2. How to implement AI-enabled patient care— Understand how AI-powered tools can manage routine inquiries, enhance self-service options, and provide actionable insights to better anticipate and meet patient needs.

3. How to create healthcare teams that are equipped for success— Dive into the resources and strategies required to support your staff effectively, boost productivity, and build a loyal patient base.

See how your healthcare organization can achieve real results like:

• 45% increase in call deflection 
• 45% decrease in call center attrition
• 31% increase in First Call Resolution (FCR)
• 12% decrease in Average Call Handling Time (AHT)
• 13% decrease in agents requiring assistance

Elevate your patient experience with Microsoft D365 Contact Center

Retailers today are under tremendous pressure to build customer experiences that align with their brand and meet customer expectations – especially during peak shopping seasons. If you aren’t offering a personalized, data-driven customer experience, you’re already falling behind.   

AI can make it easy to create meaningful, personalized interactions with your customers – if you know how to use it. In this webinar, experts from TTEC Digital and Microsoft will share actionable insights and real-world examples of how leading retailers are using a data-first approach to enhance customer satisfaction and loyalty.  

In this webinar, you’ll learn: 

-How to personalize and modernize the customer experience with AI

-The advantages of a data-driven approach to manage customer requests, particularly during peak seasons and during ebb and flow cycles  

-How a customer data platform (CDP) can become a foundation of the AI approach and what steps should be considered during implementation

-One common misconception about loyalty and customers to avoid

Ret__l: Helping you put the AI in retail

Get an inside look at the newly launched Microsoft Dynamics 365 Contact Center in this webinar, where you will:

- Gain perspective on how the Copilot-first Microsoft Dynamics 365 Contact Center can maximize efficiencies and reimagine service across every engagement channel.
- Understand the breadth and depth of truly being AI-ready in your contact center and how these new tools can handle routine inquiries, enhance self-service options, and provide insightful data to anticipate customer needs.
- Dive into what you would need to have, and what you don’t, to empower agents and drive revenue while building a loyal and engaged customer base.

Elevate Your Customer Experience with Microsoft Dynamics 365 Contact Center

Across industries, customers are encountering new and powerful ways to engage with businesses. And with each positive experience, their expectations evolve for all future interactions.

This “last best experience” phenomenon has big ramifications for every business. Failure to meet these rising expectations can be disastrous for brand reputation, customer retention, and market competitiveness.

Today, the leading customer experiences in financial services are defined by channel-rich, AI-enabled customer experience hubs. These hubs include omnichannel capabilities, automation, self-service tools, data-driven analytics, and more. While the vision for CX is clear, achieving this end state can feel far more complicated. 

At TTEC Digital, we’ve guided hundreds of financial services organizations through four key levels of contact center maturity on their way to achieving their CX and business goals. Watch this webinar on demand to learn our tried-and-true approach to advancing CX maturity. 

Topics we’ll address in this session: 

• Compliance and basic telephony 
• Integrations and channel expansion 
• Self-service, automation, content management, and data-driven decision-making
• Business transformation with AI

TTEC Digital is an Advanced AWS Consulting Partner specializing in delivering the power of Amazon Web Services (AWS) to enterprise contact centers to transform the customer experience. Our expertise is focused on voice, AI and natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization with a relentless pursuit of customer success.

How to level up your contact center maturity in financial services

The modern customer experience is complicated. In most industries, it takes place across multiple channels and conversations over time. This complexity makes it increasingly difficult to answer key questions, like: 

• Is my customer experience working as it should? 
• Could my customer experience be more efficient? 
• Are there opportunities to reduce friction? 

The frustrating truth is that the answers to these questions are often right there in front of you. Every single customer interaction creates a data point in the larger trends taking place across your organization’s daily customer interactions. 

In this learning session, hosted by TTEC Digital’s resident analytics expert Marcy Riordan, you'll learn how to turn conversation data into critical insights that can power the exceptional experiences your customers are asking for.

Conversation Intelligence 101

In the collections industry, margins can be tight. That’s why it’s no surprise reducing costs and increasing recovery rates are often at the top of the priority list year in and year out.  

Your contact center platform sits at the center of both these issues. Disjointed integration between collections platforms, contact center platforms, and other key functionality represents one of the leading causes of operational inefficiency. Meanwhile, outdated outbound tactics that fail to consider customer preferences for digital channels can further damage your agency’s performance.  

We’ve put together an expert team of panelists from TTEC Digital, Genesys and Latitude to explore a proven approach to balancing cost and performance that’s as easy as 1-2-3:  

• Selecting the right channel capabilities at the lowest per-minute usage rate 
• Consolidating disparate solutions into a single cost-efficient contact center platform  
• Integrating AI-enabled tools to drive performance without increasing overhead 

Ready to get out of the strategy and dive into the TCO math? 

As a part of this session, you’ll also explore how each of these factors can help drive total cost of ownership by walking through a series of helpful TCO exercises.

Collections leaders — your current contact center platform is losing you money

According to a recent Gartner consumer trends survey, a clear majority (70% of respondents) now prefer self-service channels like chat over voice channels. 

Yet, in reality, many chat experiences routinely fall short of customer expectations. They’re limited. They’re incomplete. And, in many cases, they eventually funnel you to voice channels anyway. 

In the latest episode of our Unlocking Vertex AI podcast series, TTEC Digital’s Director of AI Solutions Aaron Schroeder joins Executive Director of Voice and AI Bot Professional Services Mark Eichten, as they dive into the world of personalized chat experiences. In a wide-ranging conversation, Mark and Aaron cover the essentials for crafting tailored chat interactions that serve customers an end-to-end elevated experience. 

The discussion covers: 

• The impact of personalization on customer satisfaction and loyalty 
• How Vertex AI can help drive understanding of customer intent and preferences
• Where to deploy AI chatbots that deliver dynamic, relevant conversations 
• Real-world examples of successful chatbot deployments 

Whether you’re just starting your AI journey or looking to enhance existing chat strategies, this episode will provide the guidance you need to take the next step with Vertex AI.

Unlocking Vertex AI: Personalizing the customer chat experience

AI helps customer service teams become more streamlined, accurate, and effective by providing agents with the tools they need, when they need them. This, in turn, empowers businesses to turn their knowledge curation into a strategic advantage.

In this edition of our "Unlocking Vertex AI" series, TTEC Digital’s Director of AI Solutions Aaron Schroeder will join TTEC Digital's Google Cloud Channel Director Whitney Kirchner to discuss automating knowledge curation with AI.

This discussion will cover:

• AI-driven content efficiency—Discover how AI can streamline content creation, enhancing accuracy and reliability.
• Automating knowledge curation—Witness the power of AI in automating knowledge curation, leveraging large language models to manage knowledge bases and curate data.
• Governance and analysis—Learn about the importance of data management, governance, and data analysis in ensuring consistency, taxonomy, and structure within knowledge bases and content.

Don’t miss this informative and engaging discussion that will empower you to harness the full potential of Vertex AI in your organization. Watch now.

Unlocking Vertex AI: Making Generative AI Work on Day One

Public sector organizations hold a treasure trove of behavioral, interactional, and operational data. Yet, this data is often generated in disconnected systems and stored in siloes, making it difficult to normalize and fully embrace it.

In this session our experts will showcase practical ways of tapping into disparate data and turning it into valuable business intelligence that can help you drive more informed decision making, boost operational efficiency, reduce costs, and elevate citizen experiences.

Connecting the dots: How can you best use the data you already have?

Growing citizen expectations, an expanding number of communication channels, flat or declining budgets, and hiring challenges are only a few of the many challenges public sector organizations must face. 
Join our experts in the second session of Shifting Gears in Public Sector 2024 for a discussion on the most burning questions of constituent services and explore the latest technologies – such as AI and CX automation – that can help you better understand your citizens and better serve your community.

Driving Public Sector Efficiency

Discover the practical applications for AI in your Cisco contact center.

Practical Applications for AI in Your Contact Center

Ready to accelerate your citizen experience strategy in 2024? Watch "On the Road to FedRAMP and StateRAMP: Key Considerations for Public Sector Agencies Seeking Certification", the first of a three-part public sector series presented by TTEC Digital and Verint. In this presentation, Edward Johnson, VP and Program Manager of TTEC Government Solutions for TTEC Digital, and Brian Koma, VP Business Development at Verint, will discuss key things for state and federal agencies to know around FedRAMP and StateRAMP.

In this series, "Shifting Gears in Public Sector 2024," public sector professionals and technical experts will come together to discuss FedRAMP and StateRAMP certification, AI and CX automation, how to implement the data you already have, and the latest strategies to bring about transformative change in citizen services.

On the Road to FedRAMP and StateRAMP

Cisco Webinars

Explore the evolution of customer experience (CX) with Cisco and TTEC Digital. Discover how innovative solutions in AI, voice, and audio are reshaping the contact center landscape. Gain insights from our organizational leaders on practical strategies to enhance customer interactions and elevate employee productivity. Don't miss this opportunity to learn about the future of customer engagement with these CX and contact center technology pioneers.

In this webinar, we cover:
-Elevating experiences with AI: Learn how to seamlessly hand off, transform, and summarize interactions for enhanced customer and employee satisfaction.
-Strategies for contact center staffing: Address employee performance and burnout from new perspectives and with new insights.
-Innovations in voice and audio: Get to know the tools that can improve communication clarity and efficiency, no matter where your workforce is calling from.

The evolution of customer experience with Cisco

Customer Experience

Innovation

Contact Center

Employee Experience

Cloud computing has exploded over the past few years, delivering a previously unimagined level of workplace mobility and flexibility. The cloud computing community on BrightTALK is made up of thousands of engaged professionals learning from the latest cloud computing research and resources. Join the community to expand your cloud computing knowledge and have your questions answered in live sessions with industry experts and vendor representatives.

Cloud Computing

Join thousands of engaged IT professionals in the application management community on BrightTALK. Interact with your peers in relevant webinars and videos on the latest trends and best practices for application lifecycle management, application performance management and application development.

Application Management

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

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

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.

The evolution of customer experience with Cisco

Presented by

About this talk

TTEC Digital