On-Demand webinar

Digital transformation accelerated by at least 5 years during the pandemic – 44% of companies have a CX transformation initiative completed or underway, and another 32% plan to start one in 2022.

Why is digital CX transformation so critical for contact centers? Because the customer journey now starts well before consumers connect with agents – via websites, mobile apps, 3rd party communities and virtual assistants.

Learn how the right contact center platform can connect ‘digital first’ journeys with enhanced self-service, AI-driven channels and real-time analytics – so you can drive powerful relationships with your customers.

What you can expect

  • Learn how to reorganize customer engagement teams based on where the ‘digital first’ journey begins.
  • Find out how to hire, train and leverage agents when engagement moves beyond traditional ‘break fix’ calls.
  • Discover how to harness and make the most of data about the customer experience.

Robin Gareiss
CEO and Principal Analyst

Robin is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors and carriers. For 25+ years, she’s advised senior IT executives from Fortune 100 to Fortune 1000 companies, developing technology strategies to transform their businesses. She has also developed industry-leading, interactive cost models for some of the world’s largest enterprises. Her expertise extends to contact center AI-enabled customer engagement, customer success analytics and UCC.
Chris Bauserman
VP Marketing, CXone

Chris is VP Marketing, CXone at NICE. He 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. Chris currently leads product marketing and market intelligence for NICE, a leader in cloud contact center software.