Customer Engagement for a New Digital-First World

The world looks very different than it did at the start of 2020. The events of this year have dramatically increased the speed of digital transformation as throngs of customers are going digital for the first time to do things like online banking, grocery shopping, and more, creating a new digital-first normal for both consumer and enterprise.

While so much of our environment is in flux, the mission of customer service teams remains steady. Organizations need to do more with less to support customers who are expecting more than ever.

Join us as we discuss emerging data and trends based on industry research with ~500 global decision makers involved in customer experience, engagement and service to gauge their digital maturity. Three major trends we will be exploring include:

1. Foundational self-service improvement is a top priority. The bottom line: enabling customers to solve their own problems can pay huge dividends.
2. Getting digital channels to your team. How to make digital more effective for both employees and customers, and how to do it in such a way to optimize costs.
3. AI as a catalyst. Getting started with artificial intelligence is critical to accelerate maturity. Those who have adopted AI are ready for these changes. Those who have not adopted AI are falling further and further behind.