A full year of touch points for you and your team to create value together.

Our Annual Council Meeting was held at Customer Contact West: A Frost & Sullivan Executive MindXchange. Members came together to brainstorm a set of preliminary critical issues you’ll now vote on, via electronic survey.

Council Members can expect their Team’s voting link via email, from their Membership Services Manager, on December 5th. Associate Members will also receive notice for Team collaboration purposes. Your participation is crucial in shaping the future of the Council’s work!

Moderator:
Colin Crowley, VP Customer Service, Maven Clinic

Abstract:
In a world where companies are trying to understand the balance between what responsibilities are left to human beings and what responsibilities are left to machines, an either/or mentality quickly develops, as people gravitate towards their various sides – and nowhere is this more poignant than in today’s contact centers. Perhaps, however, the divide is not so cavernous as we think and that more focus should move from AI to that other, less controversial “A ”concept – automation – which empowers humans rather than replaces them.

Key Take-Aways:

• Insight on the distinguishing features between automation and AI
• Examples of how automation can be used in contact centers to streamline processes and processes
• Best practices for using automation to enhance the human experience and serve as a stepping stone to acceptance of other technologies, like AI

Moderator:
Rohan Sharma, Head, Global Agile Programs , Customer Channels Group, Thermofisher Scientific

Abstract:
Delving into the nexus of customer experience evolution and business impact, this session uncovers groundbreaking strategies for reshaping KPIs, customizing intergenerational service, and mastering personalized engagement. These strategies can be directly linked to enhanced profitability and market leadership.

Key Take-Aways:

• Strategic frameworks showcasing how advanced KPIs in CX and EX transformations can drastically boost financial outcomes, with real-world examples illustrating significant revenue and efficiency gains
• Actionable guide on differentiating customer service for diverse generational needs, underpinned by data-driven tactics, resulting in heightened brand loyalty and expanded market share
• Critical techniques for deepening personalized customer interactions, drawing from successful case studies to demonstrate their profound impact on customer satisfaction and sustained organizational growth

Embracing the Limitless Possibilities of the Contact Center of Tomorrow!

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Design and Deliver Your Brand Promise!

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