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Enterprise Connect Schedule Viewer

Schedule Viewer tool is designed to help you find the sessions and other functions you're looking for at Enterprise Connect 2023.

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In the column to the left, please look under PASS TYPE, and:

  • If you're planning to attend In-Person, please click "Entire Event Orlando", "Expo Plus Orlando" and/or "Tuesday-Thursday Orlando".
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Click on session titles for full session descriptions. All times noted are in EST.

 

CX Beyond the Contact Center: Why Your Enterprise Needs a Holistic Approach

Juanita Coley  (CEO & Founder, Solid Rock Consulting)

Date: Wednesday, March 29

Time: 2:00 pm - 2:45 pm

Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando - Get your pass now!

Session Type: Session

Track: Contact Center/Customer Experience

Vault Recording: TBD

From social media accounts to self-service kiosks, customers have more ways to connect with an enterprise than ever before, pushing the boundaries of where the customer journey begins. However, these new and emerging ways of communicating are often outside the purview of what we consider today's contact center. In this session, a leading consultant flips the script on delivering a digital-first customer experience and explores why today's contact center needs to be everything and everywhere, blending traditional technologies with non-traditional communications methods. Additionally, she will discuss how creating positive human experiences – for both the agent and customer – is a crucial part of a holistic customer experience strategy.

Takeaways:
  • Understand how customer experiences that happen at least partially outside the walls of the contact center may impact contact center decision-making
  • Learn how taking a holistic approach that factors in traditional contact center technologies and non-traditional methods can lead to an improved customer experience
  • Why it's crucial to blend contact center AI and human agents to deliver a better, more personalized customer experience
  • How workforce management (WFM) and workforce optimization (WFO) factor into this holistic customer experience vision