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Mila D'Antonio (Principal Analyst, Omdia)
Laura Bassett (Vice President Product Marketing, Customer Experience, NICE)
Elcenora Martinez (SVP, Product Marketing, Genesys)
Philippe Poutonnet (Vice President Product Marketing, Twilio)
Location: Osceola B
Date: Wednesday, March 29
Time: 3:00 pm - 3:45 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
Customer engagement requires a digital-first, personalized approach. However, CRM systems, often deployed in departmental silos, cannot support customers throughout their various interaction journeys. These systems lack individual customer context, AI assistance, and automation to trigger the most relevant responses at scale.
Customer engagement platform (CEPs) break through the complexity of modern customer relationships by monitoring customer activity, analyzing behavioral insights, and orchestrating relevant interactions across customer-facing employees. The CEP's power lies in its ability to link crucial systems and communications and then proactively deliver information.
This session, conducted by a leading customer engagement analyst, will give you a detailed examination of the market dynamics at play in the expanding CEP ecosystem, and will highlight how CEPs serve as the key to building a modern, digital ecosystem and enabling frictionless experiences. You'll come away with a better understanding of the role CEPs can play in a successful customer experience strategy.