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CCNG & LinkedIn: Peer access through business social media

CCNG talks with David O'Ryan of LinkedIn about business social media and the impact it has in the contact center market today...and why is LinkedIn so valuable for access to peer knowledge and perspectives for industry professionals in contact center and customer care.
Recorded Jun 30 2010 15 mins
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Presented by
David B. O'Ryan, LinkedIn Enterprise Accounts
Presentation preview: CCNG & LinkedIn: Peer access through business social media

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  • Panel Discussion - CX Transformation Begins with Culture Recorded: Sep 9 2021 57 mins
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    You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus on your culture. You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short. Including your front-line early in the strategy, getting buy-in, and focusing on creating a customer-centric culture can accelerate the results of your CX transformation.

    Join us for an interactive conversation as we discuss:

    *Why is culture so important to a successful CX transformation?
    *How do you get started with assessing your current culture?
    *How do you identify what changes need to be made?
    *What has been the impact of your culture changes to overall CX?

    Our panelists for this discussion include:

    - Scott Schoenherr, SVP Operations/Technology, Healthcare Claims Management
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    What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent FTC announcement aimed to encourage “truth, fairness and equity” in the use of AI. That same week, the European Union proposed comprehensive AI regulation as well. What this likely means is that regulation is coming to AI soon, and it's now a great opportunity to talk about the negative outcomes that can arise from poorly implemented AI. Specifically, how do we spot bad actors in AI overhyping what the technology can do? And how can we ensure the AI systems we implement are not flawed by human bias?

    Join CCNG President and CEO, David Hadobas, along with Vince Lynch and Owen McGrath of IV.AI as they dive into:

    What might upcoming AI regulation in the US look like?
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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: CCNG & LinkedIn: Peer access through business social media
  • Live at: Jun 30 2010 8:15 pm
  • Presented by: David B. O'Ryan, LinkedIn Enterprise Accounts
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