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Conference Presentation
Trends in Omni-channel Customer Service through People, Process and Technology Integration
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.
Presented By:
Kevin Kenny
VP, Sutherland Global Services
Aaron Law
Chief of Staff, Intel Security Group
Sandeep Karandikar
Director of Web Strategy, eService, Lenovo
Publish Date: October 28, 2016
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