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Enterprise Connect - Schedule Viewer

The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. Click on session titles for full session descriptions. All times noted are in EDT.

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

Mila D'Antonio  (Principal Analyst, Omdia)

Candace Sheitelman  (CMO, Edify)

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