Conference Presentation

The Art and Science of Customer Engagement

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The proliferation of mobile devices and applications has given consumers more choices and flexibility in researching and purchasing products or services; this in turn has made them more discerning and demanding, and less tolerant of inadequacies in the experience they have with your business.  Offering outstanding customer experiences doesn't have to be a challenge. But it is both an art and a science, and requires a thoughtful and elegant approach.

This session will cover the trends impacting CX strategies and best practices for success. Discussion topics will include, but are not limited to: 

  • How Millennials are influencing contact center technology purchasing decisions  
  • Why the smart agent of the future is not solely based on artificial intelligence  
  • How an omni-channel strategy empowers your agents to better engage and solve problems in real-time


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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