The way organizations deliver customer service, build loyalty and drive growth has been changing non-stop over the last decade with one disruption after the other fundamentally changing engagement with enterprises. This interactive session will take the audience through an entertaining look back at the industry, before fast forwarding to 2020 and beyond. Customers today are hyperconnected, and expect personalized, contextual, fast, friendly and smart service, willing to share their information in exchange for the “immediate gratification” of a question being answered or a problem solved.  Greg will engage the audience for how they are experiencing the evolution.

Key Take-Aways:

• Best practices for aligning on common definitions of terms thrown around in the industry …transformation, omnichannel, cloud…
• Blueprint of the forced behavior of “integrating systems” together as opposed to “orchestrating solutions“
• Insights on how agents are evolving from “system coordinators” to the “human touch on business processes”
• Guide to the transformative shifts are leading customers from “interacting” with businesses to “engaging”