Available OnDemand plus additional digital CX resources


In the past year, more than 83% of contact centers reported an upsurge in live chat, messaging, email, web and social media interactions. This burgeoning growth and the focus on technology and digital channels raise a critical question, “Are we now sacrificing a fundamental factor in the CX equation—human connection and empathy?”

Join industry experts as they share real-life examples of how other organizations are navigating these challenges and designing digital strategies that drive quantifiable satisfaction for customers and meaningful satisfaction for agents.

What you can expect

  • Learn best practices for maintaining human connection and understanding
  • Discover how to ensure agents embody your brand promise
  • Get tips that help agents provide empathy and efficiency with every engagement
  • Tap into digital strategies that deliver customer and agent satisfaction

Presenters:
Lauren Comer
Principal Product Marketing Manager, CXone
NICE

Lauren is a Principal Product Marketing Manager with NICE CXone, focusing on Workforce Engagement. Prior to her role in marketing, Lauren spent time with NICE CXone in Sales Engineering and Business Consulting. She previously led customer service and sales teams at Bayer Crop Science and Bank of America, gaining real-world contact center insights and perspective on how NICE CXone can help organizations create meaningful customer experiences.
Rachel Macha
Head of Enterprise – Customer Success, CXone
NICE

Rachel is a senior executive with over 25 years of experience in Customer Experience and Business Transformation including strategy, digitalization, and change management and continuous improvement. She leverages her background and experience in the Business Process Outsourcing (BPO) space – where she focused on delivery, customer and agent experience, technology and digitalization – to lead a team of Technical Account Managers at NICE that supports our largest, most complex global customers.