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The turbulent economy, staffing shortages, staffing role changes, rising customer expectations, and rapidly changing digital technology options are all contributing to a perfect storm for contact center and CX evolution as we approach 2023, and beyond.
Consider these contact center predictions*:
With challenges on all fronts, the question confronting CX leaders is how best to prioritize investment across the people, operations, and technology aspects of their CX strategies. Companies that aren’t ready to proactively address these challenges face the possibility of further talent attrition, customer dissatisfaction, and even loss of market share.
Join us for a fireside chat as we discuss moving from the reactive mode of surviving 2021-2022 to proactively evolving your CX and what it means for your business in 2023 and beyond.
E-WRITE Owner. Professional Writing Trainer & Coach
Leslie O’Flahavan is a get-to-the point writer and an experienced, versatile writing instructor. E-WRITE owner since 1996, Leslie leads customized writing courses for Fortune 500 companies, government agencies, and non-profit organizations. Leslie helps the most stubborn, inexperienced, or word-phobic employees at your organization improve their writing skills, so they can do their jobs better. As a result of her work, Leslie’s clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk. Leslie is a LinkedIn Learning author of six courses on topics including writing for social media; live chat and text; plain language; and technical writing.
Customer experience (CX) & marketing expert
Dan Gingiss is an international keynote speaker and coach who believes that a remarkable customer experience is your best sales and marketing strategy. His 20-year professional career included leadership positions at McDonald’s, Discover and Humana.
Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, and is co-hosts the award-winning Experience This! Podcast.
CMO at BeSpoken and Previously Conversational AI Global Segment Lead, AWS
Arte Merritt previously lead the Conversational AI partnerships at AWS. He is a frequent author and speaker in the conversational AI space. He was the co-founder and CEO of the leading analytics platform for conversational interfaces which he led to 20,000 customers, 90 billion messages processed, and multiple acquisition offers. Previously he founded Motally, a mobile analytics platform he sold to Nokia. He has more than 20 years experience in big data analytics. Arte is an MIT alum.
Vice President, Product Marketing at Uniphore
Vijai Shankar brings two decades of enterprise marketing experience as Vice President of Product and Growth Marketing at Uniphore. At Uniphore, Vijai leads the global product marketing, demand generation, field marketing and marketing operations teams and drives the strategic initiatives relating to market positioning, differentiation, and revenue growth. Before Uniphore, Vijai held senior marketing roles at Xactly, 247.ai, Kony and Genesys.
About Uniphore
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.