View, browse and sort Enterprise Connect 2019 conference sessions. You can sort by any combination of:

You can plan your time at Enterprise Connect 2019 by building your schedule (starting in late November), and access it during the show via export to your personal calendar or within the official Enterprise Connect Mobile App (available February 2019).

Technical Levels are defined as:

High Advanced/Expert level: Technology concepts and implementation will be discussed in detail. Assumes fluency with the technology being discussed. Most likely to appeal to practitioners responsible for technology on a day-to-day basis
Medium Intermediate level. Technology concepts and implementation will be discussed, but the focus will be on decision-making and trends around the technology, rather than on the detailed working of the technology itself. Assumes familiarity with technical concepts but not necessarily detailed, hands-on knowledge.
Low Introductory or Business level. Technology concepts and implementation are addressed from a high level if at all, with the focus instead being on markets, industry trends, or leadership strategies in which the technology plays a role. No prior knowledge of the technology is required to understand the discussion.

Breaking Down Enterprise Barriers to Improve Customer Experience

Chris Marron (Analyst, MZA)

Date: Monday, March 18

Time: 8:00am - 8:45am

Pass Type: Entire Event - Get your pass now!

Track: Contact Center & Customer Experience

Technical Level: Low

Vault Recording: TBD

Audience Level: Low

The digital revolution is changing the way enterprises manage customer engagement. New systems promise ever-more precise and accurate customer insights and journey analytics, but to be truly effective, this data must be available and actionable across the entire organization--sales, marketing, operations, the contact center, and more. Enterprises that retain the legacy divide between customer care and the rest of the enterprise risk sub-par customer experience (CX) and lost revenue opportunities. In this session, an analyst from a leading global research firm, joined by a panel of experts, will help you understand how to break down the barriers and leverage contact center-generated data to produce real improvements in CX.

* What opportunities and challenges does your enterprise face, given the multiple stakeholders responsible for customer experience in a modern digital organization?
* How should analytics and AI support the delivery of meaningful insights to the entire enterprise and enable a seamless and personalized customer journey experience?
* What role should your vendor/service provider play in ensuring high-quality customer experience? How has this changed in the past 24 months?
* How is the role and definition of the “agent” changing in the age of digital customer experience? How is this changing the way organizations acquire and consume technology?
* What does market data show with regard to the customer care market transition, according to the latest vendor and analyst insights?