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Workshop: How the Connected Digital Experience Impacts Customer Care

Cisco Systems, Inc.

Presented By: Cisco Systems, Inc.



Live Date: May 2, 2017. PLEASE SIGN IN TO LISTEN TO RECORDING

Presented by Zack Taylor, Director, Contact Center Business Development, Cisco

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About the Webcast

Companies gain actionable insights from the Internet of Things; connecting people to people, people to things, and things to things. Businesses have the capability to forge a bond with consumers throughout the customer lifecycle. The most successful organizations know their customers, and how they’ve interacted with them before.

Learn how your business can deliver positive start-to-finish customer journeys. Join this fast-paced, interactive workshop as we discuss the 5 critical steps that impact the connected digital experience.


Through audience participation, you’ll discover
• What really is the connected digital experience?
• What are my customers’ perceptions?
• What am I doing right… or wrong?
• How to make adjustments to the customer flow…where do my customers start….what is their last point of contact?
• How does the connected digital experience affect my workforce? Do they need to be retrained?

Digital transformation projects can be complex and have many moving parts that need to be connected. Join this webcast as we explore the first 5 steps to get you started.

About the Presenters

Zack Taylor, Director, Contact Center Business Development, Cisco

Zack directs strategy for Cisco’s Business Transformation Architecture Group. He’s a frequent speaker in the contact center marketplace, is a published author and holds seven US Patents in contact center applications. Zack also holds an NPS certification from Satmetrix and is a CCXP with the Customer Experience Professionals Association.