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Aberdeen research found that artificial intelligence (AI) ranks among the top technologies contact center and CX leaders plan to incorporate within their toolbox in 2021 and beyond. Yet investing alone isn’t enough for firms to transform business results for the long-term – using a well-designed and executed roadmap is crucial to “futureproof” the contact center to continuously innovate and adapt to changing business conditions.

Industry experts uncover AI’s critical role in today’s competitive marketplace.

What you can expect

  • Examine AI investment priorities for contact center leaders
  • Discover the ROI of modernizing contact centers with AI
  • Learn 7 steps to facilitate AI adoption and success
With the challenges and call volumes of the past year, contact centers have been implementing AI at an unprecedented rate. The adoption of these technologies has delivered game-changing results, including improved CX; reduced costs; enhanced agent support; increased operational efficiency; and automated business processes. Explore how to get AI in your contact center. ASAP.
Omer MinkaraVice President and Principal Analyst
In his research, Omer covers the best practices and emerging trends in the technologies and business processes used to enhance the customer experience across all channels (e.g. social, mobile, web, email and phone). Omer’s research is widely consumed by senior-level customer care, contact center, sales, marketing, IT and service executives. He has published numerous industry research papers, which are used by worldwide executives to build and nurture strategic customer engagement programs. Omer also speaks frequently with global decision makers to discuss their contact center and customer management activities.
Laura Bassett Senior Director of Product Marketing CXone
Laura leads a comprehensive go-to-market strategy for current and next-generation solutions. Her team defines positioning, drives sales and marketing plans, and executes cross functionally on those plans. Throughout Laura’s 25+ year career, she has defined business strategies and established best practices that drive revenue for companies that include Texas Instruments and Avaya. Laura’s extensive experience and expertise make her a sought-after subject-matter expert who is regularly featured in industry publications – and she’s written numerous blogs and articles ranging from customer experience to disruptive technologies.