october, 2019

29oct11:25 AMRoundtable: Technology Integration: Closing Operational Silos at the Business LevelCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Zone:4. Efficiency and Effectiveness in the Contact Center Fab Facilitator: Will McLaughlin, Senior Manager Solution Leads, North America, Genesys

Event Details

What is your current business strategy, are you outwardly focused on customer outcomes or inwardly focused on your organization’s needs? Most organizations are inwardly focused. This creates silos for both their customers and employees. To break down these silos requires a different way of doing business.

Key Take-Aways:

  • Guide to avoiding the pitfalls of exposing your operational silos to your customers
  • Insight on how to budget, plan and spend – align sales, marketing and delivery
  • Lessons learned on how the employee experience supports the end to end customer cycle
  • Best practices to break down the silos, from companies including Telus, UPMC and United Health Group

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issues at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing the C-Suite conversations on customer experience and customer care issues facing the organization.

Time

(Tuesday) 11:25 AM

Fab Facilitator

Will McLaughlin, Senior Manager Solution Leads, North America, Genesys

Speaker LinkSpeaker Link

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