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