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How Excellence in CX will Drive your Competitive Advantage

Executives who are leading Customer Experience (CX) initiatives in their organisation are currently challenged by unprecedented times. While dealing with the impact of COVID-19 on their internal operations and implementing business continuity plans (BCPs) for their agents, they have to maintain and manage an increasing volume of engagements through existing channels of customer communication (such as voice and email), while incorporating new and disruptive channels (social messaging apps, virtual assistants and web chats). 


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How are CX leaders dealing with the proliferation of customer touchpoints, while at the same time improving CX,managing costs and increasing market share?

JOIN THIS WEBINAR WHERE WE WILL COVER:

  • Best Practices in Business Continuity Planning
  • How to get different channels, platforms and teams working together to achieve CX excellence 
  • Achieving the panacea of true customer self-service 
  • Dealing with danger – how to prevent improper data use and data breaches 
  • Crystal balling – how much further can technology take us in our CX journey? 

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PROGRAM:

11:00 AM – 11:20 AM: How new technologies are changing the shape of CX excellence 

Using data from the global Ecosystm CX study, Audrey William looks at the current and future customer trends and how that’s driving the uptake of technologies such as AI, Cloud and omnichannel customer communication. Audrey will also discuss the best practices that contact centre operators have applied to ensure BCP during the current times.

Audrey William, Principal Advisor, Contact Centre & Customer Experience, Ecosystm 

11:20 AM – 11:40 AM:  Creating Efficiencies in Customer Interactions 

Buoyed by the latest tools, CX leaders, practitioners and agents can create rich and hyper-personal interactions with their customers. How will tools like chatbots, AI and cloud contact centres empower you to create excellent CX journeys? 

Cameron Adams, Solution Consulting Director, NICE ANZ

11.40am – 11.50am: Q&A 

SPEAKERS

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One of the foremost multi-disciplinary analysts in the APAC region, Audrey boasts an eclectic set of expertise, in segments as diverse as enterprise collaboration, unified communications-as-a-service (UCaaS), video, contact centre, CX, outsourcing as well as artificial intelligence, enterprise mobility and digital transformation.


Audrey has a proven track record both as an analyst and a business leader, having spent close to two decades in various analyst roles at Frost & Sullivan, providing counsel to C-level executives on go-to-market strategies – most recently as Head of Research and Senior Fellow at the firm’s ICT practice in Australia and New Zealand. As one of the pioneers of the firm in the region, Audrey played a pivotal role in its regional expansion, including building and mentoring a team of analysts across various markets in Asia-Pacific, including Malaysia, Singapore and Australia.

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Cameron is the Solution Consulting Director for NICE ANZ. Cameron has 15 years of experience in contact centres and trading floors, ranging from support & operations through project delivery and technical expertise. Along with the Australian Solution Consulting team, Cameron supports the entire NICE portfolio, covering omnichannel routing, analytics, WFO, automation and AI. He has extensive experience with analytics-driven customer experience and compliance solutions across financial markets and contact centres at many well-known Australian organisations.