Frost & Sullivan

On Demand Customer Contact Webinars

Frost & Sullivan’s On Demand Customer Contact webinars are recordings of our Live Webinar Week Series. Register today for complimentary access to our industry leading insight and best practices to help you generate effortless and efficient experiences.

Choose from the following topics:

  • Adjusting Your CX Strategy
  • Integrating the Contact Center in the Digital Experience
  • Creating a Work-From-Home Team Culture
  • Harnessing Emerging Technologies
  • The Autonomous Customer
  • Managing A Remote Team
  • Leveraging Data to Reimagine Business
  • Customer Service Hero Stories
  • Optimizing Authentication
  • Self-Service Strategy: Before, During & After A Crisis
  • Employee Performance & Engagement
  • Business Continuity During Uncertain Times

* Each webinar is approximately 30 minutes long.

Webinar Details

Best Practices for Managing a Remote Team

Gary Magenta

Senior Vice President, Customer Experience
Root

Rashel Rogers

Leadership Effectiveness Coach
Root

Abstract:

Your crisis communication plan is in full effect. You hit “send” on your companywide email outlining new restrictions and protocols. But a question remains. Who will bring this new reality to life? Your managers.

Your managers will likely say, “I don’t know where to start.” What they really mean is, “I don’t know what to say to my team.” If you want your front line to rally quickly behind the needs of your business, you must properly equip your managers. They need to know where to start and how to lead your remote workforce during times of crisis.

In this virtual experience, you’ll discover:

  • Techniques to prepare your managers to engage a remote team confidently and effectively
  • Tips on how to facilitate consistent, open, and honest conversations with the front line about the current state, future state, and all the actions that fall in between
  • A guided approach to help managers lead their teams during uncertain times
  • Your managers are adapting to some of the biggest changes of their careers. Are they prepared to lead and to be heroes in this next chapter of your company story?
Adjusting your CX Strategy in the Midst of COVID-19

Rachelle L. Dever

Rachelle L. Dever

Vice President, Customer Relations & Brand Experience
Signature Flight Support

In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your team deal with, while still being able to adjust your CX strategy and deliver well for your organization. During this uncertain time, it’s more important than ever that we are relevant and prioritize well, but that doesn’t mean that we can’t deliver a great customer experience that is personal and sensitive to the times.

Key Take-Aways:

  • Insight into how to prioritize your strategic initiatives while still being relevant
  • Simplified ways to deliver a personalized CX
  • Best practices for supporting your front line teams
  • Tips on how to ‘socially distance’ without losing a CX focus
Integrating the Contact Center into the Organization-Wide Digital Experience

Gabriele Masili

Global Chief Technology Officer
Customer Service & Support
Microsoft

Abstract:

Are you interested in positioning your contact center as a competitive advantage? One key component is to integrate into your company’s overall digital strategy. But where do you start? This webinar will arm you with best practices and lessons learned to accelerate your digital transformation and enrich your customer experience through the contact center.

Key Take-Aways:

  • Guide to how the contact center plays a critical role within a modern digital experience
  • Best practices for combining the best of the two worlds: Human Ingenuity and Artificial Intelligence
  • Insights into how CX digital transformation will have a longer-term impact on the contact center
Creating a Work-From-Home Team Culture of High-Performance, Trust, and Belonging

Mike Robbins

Author & Keynote Speaker

Abstract:

This webinar is specifically designed to address the current challenges you and your team face by being separated right now, to inspire you to utilize this challenge as an opportunity, to connect you with one another in an authentic way, and allow you to continue to perform in the midst of this difficult time.

Key Take-Aways:

  • Insight into how to enhance authenticity and psychological safety
  • Specific ways to increase inclusion and belonging
  • Proven techniques to positively impact morale and productivity
  • Ideas to empower people to address conflicts and embrace feedback
Harnessing the Next Wave of Emerging Technologies in the Contact Center

Aarde Cosseboom

Senior Director of GMS Technology, Analytics, and Product
TechStyle Fashion Group

Abstract:

Join this real-world use case of how AI-powered automation is rapidly becoming a must-have contact center self-service tool for driving better customer experiences, and how organizations have successfully implemented these technologies by driving user adoption, attaining valuable insights, and avoiding common pitfalls.

Key Take-Aways:

  • Guide to the self-service options with advanced natural language capabilities
  • Case history of TechStyle’s timeline of self-service implementation, including chatbots, social media, and planned applications
  • Best practices for reducing non-revenue generating calls to live agents, offsetting volume spikes associated with subscription billing, and leveraging automation capabilities without sacrificing customer experience
The Autonomous Customer 2020

Nicola Millard

Principal Innovation Partner
Enterprise CTIO
BT

It’s the 10th anniversary of BT’s global research on customer attitudes around the world. The 2020 edition shows how channel preferences are shifting, what customers are looking for in customer experiences, and whether they think technologies like AI might help, or hinder.

 

Key Take-Aways:

  • Insight on customer expectations of digital customer experiences and the contact center
  • A reality check on the channel mix and technologies that customers are looking for
  • Examples of the impact that COVID 19 is having on these trends
The Rise of Generation Novel aka Gen N and the Novel Economy

Brian Solis

Global Innovation Evangelist
Salesforce

We are now entering the Novel Economy and witnessing the rise of a new generation of customer and employee, Generation-Novel or Gen-N.  In this engaging session, world-renowned digital anthropologist, keynote speaker and best-selling author Brian Solis will deliver fresh perspectives on the customer evolution.

 

Key Take-Aways:

  • Examples of how COVID-19 changed the course of humanity and consumerism
  • Insight into how the Novel Economy changes our trajectory and how this “new normal” breaks out into 3 phases of action over the next 36 months
  • Key findings on why data pre-March 1st 2020 is irrelevant and how data-driven empathy will lead to newfound innovation to engage Gen-N
  • A framework for navigating the Novel Economy and building a more relevant, disruption-proof digital business
Why Shoot from the Hip? Use Data to Restart and Reimagine Your Business Instead

Neil Crane

Neil Crane

Vice President of Product and Technology
Cicero Inc.

Don Peppers

Don Peppers

Founder, CX Speakers LLC
Author, The One to One Future

How do you make good decisions when everything is changing? Whatever the product or brand promise, everyone has an expectation when it comes to consistency and effort. How do you measure them and deliver actionable information that drives a business case for change?

Come learn how forward-thinking practitioners are using advanced data, tools and techniques to cast new light on tried and true business principles.

Key Take-Aways:

  • Insight on the metrics that matter – where are the gaps in traditional measures as they affect customer effort and experience
  • Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority of service professionals
  • Blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer
Customer Service Hero Stories From the Front Lines

Scott Merritt

Scott Merritt

Vice President, Global Head of Automation
Jacada

Meet the 8 Customer Service Automation Bots Rescuing Customers & Employees.

Key Take-Aways:

  • The 4 pillars of great customer service & the missing piece in the puzzle
  • Harmonize & elevate disparate systems in days versus months. Rip & replace NOT required
  • The 8 customer service automation bots you need to recover, rebound and reimagine
Optimizing Authentication for COVID-19 in the Contact Center

Craig Pentz

Senior Vice President
Customer Intelligence & Risk Solutions
Neustar

Social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound & outbound calls without disrupting the customer experience. Discover how contact centers across the U.S. have found success navigating these challenging times, while keeping customer experience top-of-mind.

 

Key Take-Aways:

  • Use Case: A major inbound call center used pre-answer authentication to improve efficiency and create a frictionless customer experience
  • The drawbacks of Knowledge-Based Authentication (KBA) and the negative effect on the customer experience
  • Use Case: Outbound call centers that have dramatically improved right-party contact rates
Self-Service Strategy: Before, During and After a Crisis

Brent Sparks

Brent Sparks

Senior Director, Self Service Platforms
Customer Success Products
PayPal

Crystal Collier

Crystal Collier

Executive Consultant
PTP

Our world is upside down! The COVID-19 crisis has challenged us in many ways, but it also has given us an opportunity to re-examine the way we do business. Our old self-service strategy was upended, and we have done our best to react to the dramatically and rapidly changing environment. Now that we (hopefully) are approaching a new normal, what are we going to keep doing? Stop doing? Start doing?

Recovery is critical to adapt to the new normal. Join us as we explore how you can adapt to deliver the self-service options your customers now expect.

 

Key Take-Aways:

  • Lessons learned during the crisis
  • Critical factors to consider for future self-service strategy
  • Insight on how to develop a new self-service strategy
  • A framework to get started on mapping and delivering CX in the new normal
Ensuring Employee Performance and Engagement in Times of Change

Richard Correia

Richard Correia

Director of Product Marketing
NICE

Contact centers are in the middle of an extraordinary and volatile time, and changes occurring with shifting employees to work at home may stay as the new normal. Given the current situation and eventual changes that will take place in the markets, organizations need to make transitions as smoothly as possible.

Through this webinar, we will share customer case studies and provide best practices to ensure organizations:

 

Key Take-Aways:

  • Continue to run efficiently
  • Stay on track to perform at a high level
  • Provide operational flexibility to reinforce an engaged environment where employees can manage their work and the changes around them, with limited stress and effort
Maintaining the Momentum: A New Way of Doing Business with Your Customers Post COVID-19

Deb Zell

Director
UX/Service Design/Journey Management
Dell

Many companies miss clues around how their customers want to do business with them as a result of how their contact options are configured. In some cases, a simple label change can mean the difference between a sale and silence. Participants will learn about real world examples, how to diagnose issues, what to do about them.

 

Key Take-Aways:

  • ‘Obvious’ contact options may be scaring your customers away; how to identify these situations and what to do about them
  • Different situations may mean different contact preferences from the same customer; we’ll review innovative approaches to helping customers navigate a complex contact architecture
  • How to plan for, and manage, incoming customer contact through channels you may not be expecting customer contact through
Business Continuity During Uncertain Times

Chris Keenan

Head, Worldwide Medical Customer Engagement
Medical Capabilities
Bristol-Myers Squibb

A Business Continuity Plan (BCP) should be key pillar to service delivery and is not simply a backup generator. BCP should be tailored to fit an individual business, but a typical plan will include:

  • Essential business requirements with identifiable risks and potential impact to the business
  • A strategy to respond, manage and recover

This session will unpack best practices for business continuity in the pandemic era.

Key Take-Aways:

  • Guide to identifying risk and impact to the business
  • Best practices in managing and designing a Business Continuity Plan
  • Insights into how COVID-19 impacted our contact centers

Speakers

Gary Magenta

Senior Vice President, Customer Experience
Root

Rashel Rogers

Leadership Effectiveness Coach
Root

Rachelle L. Dever

Rachelle L. Dever

Vice President, Customer Relations & Brand Experience

Gabriele Masili

Global Chief Technology Officer, Customer Service & Support

Mike Robbins

Author & Keynote Speaker

Aarde Cosseboom

Senior Director of GMS Technology, Analytics, and Product

Chris Keenan

Head, Worldwide Medical Customer Engagement
Medical Capabilities
Bristol-Myers Squibb

Nicola Millard

Principal Innovation Partner
Enterprise CTIO
BT

Brian Solis

Global Innovation Evangelist
Salesforce

Deb Zell

Director
UX/Service Design/Journey Management
Dell

Crystal Collier

Executive Consultant
PTP

Richard Correia

Richard Correia

Director of Product Marketing
NICE

Neil Crane

Neil Crane

Vice President of Product and Technology
Cicero Inc.

Scott Merritt

Scott Merritt

Vice President,
Global Head of Automation
Jacada

Craig Pentz

Senior Vice President
Customer Intelligence & Risk Solutions
Neustar

Don Peppers

Don Peppers

Founder, CX Speakers LLC
Author, The One to One Future

Brent Sparks

Brent Sparks

Senior Director, Self Service Platforms
Customer Success Products
PayPal

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