Tune in to Sheila McGee-Smith and Chris Bauserman as they uncover how to transform to a digital-first approach

In the past 12 months, there’s been a surge in customer-initiated digital interactions. And the pandemic only continues to drive the demand for integrated digital CX.

During this webinar, you’ll discover how to transform your CX to a digital-first service model. You’ll also learn to adapt to changes brought on by COVID-19, and take advantage of opportunities it’s produced.

What you can expect:

  • Discover why it’s so urgent to shift to a blended digital + voice service model
  • Learn how to reduce risks that negatively impact customer retention and your bottom line
  • Find out what payoffs your contact center can expect when it reaches the tipping point of digital vs. voice-only
Presenting

Sheila McGee-Smith
Founder and Principal Analyst
McGee-Smith Analytics


Sheila is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

Chris Bauserman
VP, Product & Segment Marketing Manager
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. He currently leads product marketing and market intelligence for NICE inContact, a leader in cloud contact center software.