Delivering an Exceptional Customer Experience in an Omni-Channel Environment

In today’s digital rush, companies are deploying multiple channels to meet varying customer service needs and preferences. While it may be tempting to evaluate and optimize each channel individually, this can lead to a disjointed customer service experience. The best modern support experiences leverage AI to give customers a personalized and seamless experience across all channels.

Join Sawan Deshpande, vice president of Product at Coveo, and Bonnie Chase, senior product marketing manager at Coveo, for this interactive discussion on the evolution of the modern-day support channels and best practices for creating an omni-channel support strategy.

In this session, you’ll learn about “small-screen” channels such as voice, chatbots, in-product help, and question answering. Plus, you will:

• Get a glimpse into some innovation in these modern channels.
• Discover how these modern channels are transforming knowledge management.
• Learn some strategies for a successful omnichannel self-service experience.