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Enterprise Connect - 2022

Schedule Viewer tool is designed to help you find the sessions and other functions you’re looking for at Enterprise Connect 2022

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.

Overcoming Real-World Obstacles to Transforming CX

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.

Takeaways:

  • How can an enterprise plan customer experience transformation across the multiple aspects that must be considered: Technology, processes, business imperatives, and more?
  • What are the most common pitfalls encountered when enterprises attempt a strategic transformation of their customer experience systems and processes? How have enterprises overcome these pitfalls?
  • What approaches have proven to correlate most with successful transformation efforts?
  • How do you ensure not just technology replacement, but transformational success?

Presentation File

THU_0800_Sun_A_Overcoming_Real_World_E_English.pdf