Moderator:
Alpa Shah, Global Vice President – Customer Experience Practice, Frost & Sullivan

Abstract:
As the world shifts to delivering self-service capabilities to customers, the goal is to improve, not hurt CX, when deflecting calls. When these channels deliver faster and better care for a large number of interactions, both, cost savings and CSAT ratings improve. But how can your company make it happen? Join us for a discussion with other council members on best practices and lessons learned.

Key Take-Aways:

• Benchmarks from customer survey to assess your capabilities
• Discovering why it’s important to tackle today
• Fresh perspectives on navigating moving more interactions to self-service in a post-COVID world