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Unified CX Strategy: Bridging the Gaps in Enterprise Customer Interactions

Justin Robbins  (Founder & Principal Analyst, Metric Sherpa)

Chris Morrissey  (Head of CX Growth, Zoom)

Elizabeth Tobey  (Head of Marketing - Digital Solutions, NICE)

Crystal Miceli  (Vice President and Head of Product & Industry Marketing, Talkdesk)

Ari Winkleman  (Senior Director of Product Management, Webex by Cisco)

Date: Monday, March 17

Time: 8:00 am - 8:45 am

Pass Type: Premium

Session Type: Impact Summit

Vault Recording: TBD

As customer expectations continue to evolve, so does the complexity of managing multiple interaction points across an enterprise. From contact centers to digital channels, the convergence of customer touchpoints demands a strategic, cohesive approach that spans people, processes, technology, and overall CX strategy. In this session, Justin Robbins, a seasoned CX expert with over two decades of industry experience, will guide customer experience leaders and IT professionals through the critical steps of building an enterprise-wide customer interaction strategy.

  • Attendees will explore how to align disparate customer interaction channels, create seamless customer journeys, and leverage cross-functional collaboration to drive consistency and quality across all touchpoints. The session will highlight key challenges, including technology integration, organizational alignment, and data utilization, offering practical insights and case studies on how leading enterprises are successfully navigating these issues.
  • Key takeaways will include frameworks for designing an integrated CX strategy, actionable steps for aligning IT and CX teams, and methods for evaluating and optimizing customer interaction points. This session is designed to be highly interactive, encouraging audience participation to explore real-world challenges and solutions.