Enterprise Connect is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

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?