In the past few years, organizations have experienced enormous modifications in how they engage and interact with their customers. New techniques, which use data to better understand and proactively communicate with customers, can impact how people see your brand—and their likelihood to continue doing business with you. Simply put, customer experience + proactive cues = customer lifetime value.
Join Sourjo Basu, Senior Director, CX & Care Strategy at Altice USA, Alex Jimenez, Managing Principal, Financial Services Consulting at EPAM, and Brad May, Principle – Communications, Media at Uniphore in this fireside chat as they chat more on:
Industry Principal – Communications, Media & Technology | Uniphore
Brad has over 29 years’ experience across business & technology consulting, technology delivery, sales, and product management at Accenture, Siebel Systems, Oracle, C3 AI and now Uniphore. Brad has spent the last six years focused on helping clients adopt Conversational AI and Automation solutions, leveraging artificial intelligence, machine learning, advanced analytics, and RPA to create new experiences across customer journeys such as sales, care, retention and field service.
Senior Director of CX and Care Strategy | Altice USA.
Sourjo drives business planning, strategy development, new program launches, and analysis of critical CX/Care issues as well as Repeat reduction and Contact reduction program management. He is focused on building stronger, more meaningful relationships with customers, making sure they have an awesome service experience, and driving loyalty and re-purchase. Before Altice, Sourjo worked at Marvell Technology where he was Senior Director of Business Operations. Prior to that, he worked at Samsung, where he led critical care programs like service to sales, GigCX and other initiatives that resulted in best-in-class NPS and CSAT metrics. He also led contact center and digital support transformation, working closely with operations to shift volume from voice to digital, and directly managed BPOs both on and offshore, including periodic site visits and regular operational reviews.
Managing Principal – Financial Service Consulting | EPAM
Alex works with financial service companies in planning and executing their digital strategy and transformation. Alex has over 25 years of experience in banking, much of it in strategy development and planning. Also, he has had roles in managing operations, project management, and marketing. He has worked for Fleet Bank, Bank of America, Rockland Trust, and Zions Bancorp. Most recently he worked at Finalytics.ai, a fintech AI personalization platform. For the past 15 years, he has focused on digital and payment strategy and innovation. For several years, he has been named one of the top thought leaders and influencers in Fintech, RegTech, Blockchain, InsurTech, Innovation, and Digital Marketing. He speaks and writes on these subjects regularly.
Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise. At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful platform that combines conversational AI, computer vision, emotion and tonal analysis, workflow automation, and RPA (Robotic Process Automation) with a business-user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.