october, 2021

25oct10:20 AMCase History: Measuring the Cross Channel Customer ExperienceChoose one of the following zones10:20 AM Fab Facilitator: Mark Hertel, Regional Vice President, Talkdesk Rockstar Insights: Michael Zurat, Director, Engagement Solutions, Cognosante

Event Details

With the proliferation of customer interaction channels, it’s more important than ever for contact center leaders to track and measure the customer experience across channels. Despite the promise of a unified omnichannel experience, channel silos still pervade.

Key Take-Aways:

  • Best practices for ensuring each channel delivers a consistently high quality, secure experience to ensure a trusted relationship
  • Guide to making the customer journey across channels unified and seamless
  • Tricks and tips for tapping into customer sentiment to optimize the customer experience

Time

(Monday) 10:20 AM

Rockstar Insights

Michael Zurat, Director, Engagement Solutions, Cognosante

Speaker Link

Fab Facilitator

Mark Hertel, Regional Vice President, Talkdesk

Speaker Link

Rockstar Insights

Michael Zurat, Director, Engagement Solutions, Cognosante

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