EC Theater 100 Session: Elevating the Customer Experience at Pearson
Location: EC Theater 100
Date: Tuesday, March 19
Time: 5:10pm - 5:30pm
Pass Type: Entire Event, Expo Plus, Exhibitor Booth Staff, Media, Speaker, Tue-Thu Conference - Get your pass now!
Track: Open to All, Contact Center & Customer Experience
Session Type: Free Education
Vault Recording: TBD
Serenova’s CMO, Michelle Burrows, sits down with Milin Mathur, Pearson’s Director of Customer Platforms, to discuss how Pearson has been driving innovation to deliver exceptional customer experiences. Just a few years ago, Pearson’s call centers were using disparate automatic call distributors (ACD’s) and had silos of customer data in various systems leading to inconsistent customer experiences. Recognizing this as an opportunity to help the company reach its strategic initiatives, Milin set forth a plan to optimize Pearson’s contact center business by consolidating systems and investing in cloud-based technologies, such as Salesforce and Serenova. In this session, he’ll provide insights into how they made the transition and share plans for continuing to future-proof their customer experience.