Orlando, FL is part of the Informa Enterprise Connect Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Registration is Open for Enterprise Connect 2023! Register Now for Super Early Bird Rates.

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.

Check back frequently, information added daily!

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".
  • If you're planning to attend Virtually, please click "Entire Event Virtual" and/or "Expo Plus Virtual".

Click on session titles for full session descriptions. All times noted are in EST.

 

How Customer Engagement Platforms Will Drive CX 2.0

Mila D'Antonio  (Principal Analyst, Omdia)

Date: Wednesday, March 29

Time: 3:00 pm - 3:45 pm

Pass Type: 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.

Takeaways:

  • How the economic and market dynamics are forging a new technology ecosystem for customer engagement
  • The criteria for a CEP and the platform's approach to delivering frictionless, personalized customer engagement
  • What's next in the CEP market
  • Recommendations for advancing digital, omnichannel engagement