Conference Presentation

Trends in Omni-channel Customer Service through People, Process and Technology Integration

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Delivering exceptional customer service to transform the customer experience is a key area where businesses can truly differentiate themselves to create a competitive advantage and yield bottom line results. In today's digital As-a-Service world, customers want to communicate and receive support through the most convenient channel of their choice. This has resulted in the growing need to transition from traditionally segmented Multi-channel support silos to unified Omni-channel platforms and operations. With Omni-channel, voice, chat, email, IVR, social, SMS and In-App support channels are interconnected and blended, creating a seamless customer experience. With the exciting possibilities and opportunities of a true Omni-channel experience, comes a wealth of challenges to be considered and addressed. In this session, we'll discuss the key trends driving this move, examples from organizations who are at various stages of customer service transformation, lessons learned, and plans for the future.

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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