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Enterprise Connect - 2022

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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".
  • 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.

Meeting the New CX Digital-First Mandate: Are you Leading or Falling Behind?

Mila D'Antonio  (Principal Analyst, Omdia)

Andrew Larty  (Sr. Customer Success Manager, Edify)

Elcenora Martinez  (VP Product Marketing, Genesys Cloud, Digital & AI, Genesys)

Kevin Lee  (RVP Digital Solutions , NICE)

Ash Hallett  (Managing Director of UJET EMEA, UJET)

Location: Osceola B

Date: Wednesday, March 23

Time: 2:00 pm - 2:45 pm

Pass type: Entire Event Orlando, Tuesday-Thursday Orlando - Get your pass now!

Track: Contact Center & Customer Experience

Session Type: Conference Breakout Session

Vault Recording: TBD

The events of the past two years have propelled both consumers and enterprises into a new digital-first realm. This new environment requires proactive, frictionless, and personalized engagement driven by enterprises that embrace digital transformation, prioritize the customer experience, and establish data-driven foundations. This session will present data on how enterprises are meeting these new digital CX requirements across the enterprise, based on a global survey of leaders responsible for customer experience, marketing, and customer support. The analyst who produced the report will review some highlights of the survey and share some imperatives for accelerating your digital CX initiatives. You’ll come away with a better understanding of how your peers are confronting digital-first customer experience challenges, and what you can do to adapt and improve within your own enterprise.

Takeaways:

  • A review of the challenges in meeting customers’ digital expectations
  • The initiatives that are improving digital omnichannel engagement
  • The outcome of digital investments (or lack thereof) on the customer experience
  • Insights from the survey’s digital leaders on how to enhance your digital, omnichannel CX
  • A look at the future roadmaps for digital CX

Presentation File

WED_1400_Osceola_B_Meeting_the_New_CX_M_DAntonio.pdf