The contact center is a treasure trove of unstructured customer engagement data. When properly leveraged it can be spun into automation and insight gold. A unified data fabric combines VoC and business outcome data to power automations that improve CX and EX, and deliver insights that optimize every stage of those journeys and workflows.
Join us for this 45-minute executive session to discover:
The biggest mistakes companies make when capturing and analyzing customer data
Real strategies for zeroing in on insights that impact key CX and business outcomes
Tips to successfully automate the most critical moments of customer and employee journeys
Best practices for measuring, redesigning, and scaling AI to make workflow more efficient and interactions more personal
Chris Tranquill, Chief of Strategy, Khoros
Gijs van de Nieuwegiessen, VP of Automation, Khoros
Brian Cantor, Principal Analyst & Director, CCW Digital
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Tuesday, Nov 16 11am AEDT | 1pm GMT | 11am CT
Two thirds of consumers look for self-service solutions to their problems before they reach out for help. And when they do engage you, the majority of consumers don’t care if brands use chatbots or human agents to resolve their inquiries — just get it done.
Self-service deflection and chatbot containment can save brands millions. In this 30 minute session, we explain how to calculate your brand’s potential ROI using brand communities and conversational AI — including;
How to measure self-service community deflection ROI
How to measure partial and full chatbot containment ROI
Why brands should adopt the ultimate savings KPI: “Success Rate”
How to connect your tech stack into a digital-first service funnel
Speakers: Josh Snider, Chatbot Product Marketing Jacob Borgeson, Community Product Marketing
Watch the on-demand webinar
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Tuesday, July 27 11am AEST | 11am BST | 11am CT
Join us for the Expert Debate where we will discuss customer needs, and how technology can accelerate some of those opportunities and threats.
The recent years have highlighted that digital-first customer engagement is no longer an option for brands, but rather essential. Research has shown that customers were asking for this long before anyone went into lockdown.
In this 30-minute webinar, we’ll discuss:
How customer needs and expectations are advancing: As behavioral changes emerge and we continue to adapt to our evolving environments, how do we keep up with the needs and requirements of our customers?
The challenges and opportunities that brands face: When delivering world-class digital customer experiences, what can we learn from this “new normal” and how can this drive our current and future strategies?
The importance for brands to identify where their customers already are: Listen, engage, and join your customers on the digital channels of their choice – but where are they, how can internal teams manage this engagement?
Laurier 'Lo' Alder [Moderator] Title: Director of Strategic Services Company: Khoros
Magali Begon [Panel Speaker] Title: Customer Excellence Senior Team Leader for Webcare & Mediation Company: Orange Belgium
Annalisa Wilson [Panel Speaker] Title: Director of Community Company: Unlimited Group
Andreas Heydeck [Panel Speaker] Title: Digital Transformation Manager, Nordic Region Company: Teleperformance Nordic
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