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Megatrends to Watch for in 2025 and Beyond
Live Date: August 15, 2024. PLEASE SIGN IN FOR THE RECORDING.
Presented by Sabra Richardson, Senior Product Marketing Manager, NICE,
Pat Oldenburg, Chief Marketing Officer, Zingly.ai, and
Trent Isaacs, Senior Director, GTM Strategy for Real-Time Work, Verint
About the Webcast
The customer service landscape is constantly evolving. With innovative
advancements and changing customer expectations, businesses need to stay ahead
of the curve to remain competitive.
There is much talk of AI. But what does it mean to be AI ready? We will
explore:
- Issues such as the joining of the Human Touch with AI. While AI is transforming customer service by enabling scalable operations, the imbalance between agent supply and consumer demand, along with the shift from traditional channels to digital, has caused a Fear of Reaching Out.
- How AI readiness is crucial for future success and discuss the role of memory in shaping proactive service, enabling businesses to anticipate and meet customer needs more effectively.
- How Maintaining the human touch is crucial to fostering genuine relationships and enhancing customer satisfaction
- How Flexible scheduling for remote and hybrid work can reduce absenteeism and attrition, improving agent satisfaction and operational execution.
- How self-service automation enables customers to handle transactions independently, reducing live agent costs and increasing customer satisfaction and sales.
- Why combining knowledge and conversational data is pivotal for achieving success, and learn the secret to boosting efficiency in key metrics – it's all about empowering your agents.
You will hear new, thought provoking concepts. Be among the first to know
what's coming next.
About the Presenters
Sabra Richardson , Senior Product Marketing Manager, NICE
Sabra is a Senior Product Marketing Manager at NICE. She has a background in data analysis, business systems, and marketing for software and IT services. She enjoys exploring the many ways technology builds customer experience, improves employee experience, and drives business transformation.
Trent Isaacs, Senior Director, GTM Strategy for Real-Time Work, Verint
With over 25 years of experience in the contact center industry, Trent has held various key roles. Trent currently drives initiatives aimed at business growth and customer success in implementing real-time strategies. His passion lies in helping contact center professionals leverage technology to manage customer interactions effectively, resulting in game-changing outcomes and world-class customer experiences.
Pat Oldenburg, Chief Marketing Officer, Zingly.ai
Pat oversees product marketing, communications, brand
development, demand generation, and sales enablement. His dynamic leadership
inspires the team to ensure the platform's groundbreaking relationship-building
tools resonate and thrive in the global market. With over 20 years of
experience in enterprise and cloud software marketing, he has led successful
teams at multibillion-dollar public companies and high-growth, venture-backed
startups. Most recently, Pat was VP of Global Demand Generation at Motive. He
has also held leadership roles in ServiceMax, Five9, McAfee, and EMC
Corporation. Pat holds an M.B.A. from Santa Clara University and a B.A. in
Communication from the University of California, San Diego.