Engaging with the Consumer of the Future: The Next Wave of Innovation
Watch Video PRESENTED BY Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University SESSION ABSTRACT The future isn’t an accident. The future is built everyday by the actions of people, organizations and corporations....
Frost & Sullivan Viewpoints: Enabling Robots (Process Automation) for Enhanced CX and Cost Management
Customer contact organizations face growing competitive pressures to simultaneously improve the customer experience (CX), increase productivity, and reduce costs. For good reason: delivering a cost-effective excellent CX is becoming the prime means by which companies...
Augmenting Intelligent Customer Care: The Advent of Chatbots, Virtual Assistants, and Machine Learning
PANELISTS Victor Ghanem, Director, Business Process Solutions – Customer Experience, Manulife Richard Gianvecchio, Vice President, Support and Services, Symantec Gabriele Masili, Global Director, Digital & Device, Customer Service and Technical Support, Amazon...
Ensuring Partnership Success with Business Process Outsourcing
Using Business Process Outsourcing (BPO) to staff customer service has evolved significantly during my career. From a focus in the 1990s on cost-saving measures, by moving simple transactional processes to BPO, it has now become more about the need for strategic...