march, 2022
10march11:00 am12:00 pmCase History On Enabling First-Class Self-ServeA Council Virtual EventRemote
Event Details
Moderator: Arpita Bhowmick, Director, Global Contact Center Technology, Moderna, Customer Engagement Leadership Council Member Abstract: Digital front door experience through self-serve is driving the customer service. This session will examine how
Event Details
Moderator:
Arpita Bhowmick, Director, Global Contact Center Technology, Moderna, Customer Engagement Leadership Council Member
Abstract:
Digital front door experience through self-serve is driving the customer service. This session will examine how to drive AI driven customer experience embracing process changes and improvements to orchestrate customer journeys for use cases by a fine balance of virtual agents and human agents.
Key Take-Aways:
- Guidance on bringing in self-serve strategy in building customer journeys
- Tips for balancing self-serve with live agents
- Best practices on delivering seamless self-serve omni-channel transitions
- Insight on facilitating customer adoption of self-serve capabilities and measuring self-service utilization
- Use case discovery: Customer Onboarding
more
Time
(Thursday) 11:00 am - 12:00 pm EST
Location
Remote