Enterprise Connect Schedule
Why Every CX Leader Should be Stepping Up their Proactive Outreach Game
Robin Gareiss (CEO & Principal Analyst, Metrigy)
Date: Thursday, March 20
Time: 10:00 am - 10:45 am
Pass Type: Premium, Standard
Session Type: Conference Track Session
Track: CX/Contact Center
Vault Recording: TBD
Within three years, 69% of IT and CX leaders say customer service will shift from mostly inbound to proactive outreach. Sure, companies have been proactively reaching out to their customers for decades, but even now, most of that is either manual or rules-based automation. It's not using AI to personalize the content and timing of that outreach to drive business benefits. During this session, learn from Metrigy's research on how and why leading companies are already focusing on becoming more proactive with their customers to drive revenue, cut costs, and improve customer satisfaction. You'll learn:
- What tools and platforms are companies using for proactive outreach?
- How does AI play a role, and can we trust it to be accurate?
- Does this move make sense financially? /
- What happens to inbound interactions in a more proactive world?