Customer Experience Perception vs Reality: Planning for 2018

Length: 1 hour  |  Wednesday, November 15, 2017  |  1:00pm EDT

Among digital channels, Chat is currently experiencing some of our industry’s highest growth rates in terms of adoption and usage. While not new, it now seems to be “taking off”. Whether you are already on the chat bandwagon, or just starting to consider introducing this channel in your contact center, you will want to join us to learn how to make the best possible use of this channel. In this Power Hour, we will discuss and demonstrate how to:
  • Add intelligence in the front-end to optimize when and to whom to offer the chat channel 
  • Have agents and customers profit from advanced features such as web page and form sharing 
  • Optimize the customer experience by turning chat into an active channel 

Take advantage of the chance to talk to one of our product experts about both the CXone Chat solution, as well as the recently introduced NICE inContact for CXone chat options, including Cobrowse, Advanced Chat, and Proactive Chat.
Welcome to the experience economy. Customer expectations are forever changed and the rules for how you compete and win against competitive offerings have changed as well. Whether your industry is retail, healthcare, or banking, today you are competing at least as much on overall customer experience than the quality of individual merchandise, procedures, or loans. How does your CX stack up and where should you focus to win and retain your best customers?

Just in time for 2018 planning, join Forrester’s, Vice President, Principal Analyst, Art Schoeller and NICE inContact’s, VP, Product Marketing, Chris Bauserman as they provide insights and direction based on the latest research on customer experience and omnichannel consumer perceptions.
Speaker 1

Chris Bauserman

VP, Product Marketing, NICE inContact

Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience.

Speaker 2

Art Schoeller

Vice President, Principal Analyst, Forrester

As vice president and principal analyst at Forrester Research, Art supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

Speaker 2

Jason Lowe

Senior Product Manager, NICE inContact

Jason has been with NICE inContact for over 9 years and currently manages Studio, Workforce Intelligence, Auto Attendant, and customer migration to the new CXone Platform. Previously, he was a Technical Trainer and Sales Engineer. He has also worked as an Operations Director, Customer Service Manager, and Business Operations Manager. Jason holds a Bachelor’s Degree in Economics and an MBA from the University of Utah.


Call us at 866-965-7227 to talk to an inContact Sales Rep

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