About the Webcast
The customer service landscape is constantly evolving, and
with technological advancements and changing customer expectations, businesses
need to stay ahead of the curve to remain competitive. In this webcast, our
expert panel will discuss the most important customer service megatrends to
watch for in 2024 and beyond.
- Discover why telephony alone is no longer the driving
force in shaping customers' purchase decisions. Hear the newest trends
that are reshaping the contact center landscape and redefining how businesses
connect with their customers.
- Learn how to leverage powerful tools to augment human
capabilities and foster meaningful connections.
- Four relevant themes, one from each category of strategy, people, process and technology that will carry over into 2024 and why it is important to perform a health check in 2023.
- Gain valuable insights from industry experts who have
embraced openness in their CCaaS journey.
- See how today's customer journey introduces opportunity and
risk
- Learn about the changing CX landscape driven by AI and
automation
Join our expert panel as we delve into these and other
trends and discuss how businesses can prepare for the future of customer
service.
About the Presenters
Roger Lee aka DR. WFO, Principal, Contact Center Advocates
Roger has more than two decades of combined experience in finance, operations, and
services management and quality. He has held several leadership positions in
both customer engagement centers and technology vendors and has been
characterized as an other-centered leader. Roger fosters a transparent
environment with an emphasis on engaging and actively listening to all
staff and customers. He is a certified Six Sigma Black Belt, certified
generational trainer, and certified COPC Customer Experience Performance
Leader.
Kelly Koelliker, Senior Director, Content Marketing, Verint
Kelly Koelliker is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, automation, and artificial intelligence.
Brian Mistretta, Director, Product Marketing, NICE
Brian leads the company’s Federal, State and Local Government Marketing efforts. He
has spent his career marketing both business to business and business to
consumer technology solutions and brings a strong focus on delivering
exceptional experience between agencies and their constituents.