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Conference Presentation

Breaking the Fourth Wall: Next-Gen Self-Service Applications for Better CX

This report is for Customer Success members only

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In Fight Club, Edward Norton’s alter-ego “Jack,” talks directly to us, breaking the fourth wall and helping us get to know his imaginary partner in crime, Tyler Durden (Brad Pitt). On stage or television, the fourth wall is considered as the barrier that separates the audience from the performer. But how does this metaphorically translate to your enterprises’ self-service and support outcomes?
 
Most often, enterprises are stuck with siloed technology structures that pull them back from delivering an ideal customer experience. These systems work as standalone entities and fail to serve as a platform to build intelligent user experiences on. Customers, who actually want to self-serve and expect hyper-personalized experiences are often stuck dealing with age-old technologies or scripted “conversational” AI.
 
A cognitive framework can help you bridge this gap by leveraging technology that delivers relevant experiences at every stage and leverages a self-learning system to make experiences more human everytime.
 
Key Takeaways from the session include:

  • Components of a unified cognitive platform
  • How to deliver a connected self-service experience at every touchpoint
  • Next-gen self-service applications that are evolving the support CX realm

 
Tracks: Customer Success, Technology Solution Session

Presented By:

Publish Date: December 10, 2020

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Peg Rodarmel, SVP, Subscription Services, Infor

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