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Elizabeth English (Founder & Principal, EE and Associates)
Craig Robinson (Director, StableLogic Ltd)
Ari Reingowsky (President, Trien & Associates, Inc.)
Location: Sun A
Date: Thursday, March 24
Time: 8:00 am - 8:45 am
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
Contact Center technology continues its rapid advancement as organizations expand the customer experience center role to be “The” face of the organization. However, these advances have created a complex landscape where multiple factors come into play simultaneously: Integrating automation, big data, and advanced intelligence; expanding remote agent models; launching national and multi-national follow-the-sun initiatives. Transitioning to an advanced customer experience center involves not just technology, but process and organizational considerations—all of which can be stymied by legacy systems and processes as well as differing visions across enterprise organizations. Join us to gain insight from real-world examples of customer experience transformations. You’ll come away with specific advice and action steps you can bring to your own customer experience transformation initiative.