october, 2019

28oct1:45 PMRoundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key ConsiderationsChoose one of the following zones1:45 PM Fab Facilitator: Rob McDougall, Chief Executive Officer, Upstream Works

Event Details

Omnichannel is getting a bad rap as the latest panacea for everything that’s wrong in the contact center. As a result, its potential to provide real business and consumer benefits isn’t being realized. As the cornerstone of your organization’s digital strategy, your omnichannel approach will need help in order to fly. Let’s boil it down to the basics and figure out how to ensure that you can offer your customers the choice they want within a scope you can implement.

Key Take-Aways:

  • Key elements of a successful omnichannel implementation
  • Best practices for overcoming implementation obstacles and avoiding common pitfalls
  • Insights and practical guidance on how to derive the most benefit from your solution


(Monday) 1:45 PM

Fab Facilitator

Rob McDougall, Chief Executive Officer, Upstream Works

Rob McDougall is the Chief Executive Officer at Upstream Works Software. Rob has been providing customer care solutions for over 25 years, creating real-world, road-tested solutions that meet the needs of the market, partners, and customers.

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