By Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation Team | Jan 31, 2018 | CCS, CCW
Movie theaters have been packed with superhero movies lately. Many of these pit humans against machines in a fight to the death. Is the contact center industry undergoing a similar battle – as “Botman” (automation, self-service and chatbots) is pitted against...
By Frost & Sullivan | Jan 30, 2018 | CCS, CCW
Navigate the new era of customer engagement with confidence — and reap the rewards The Customer Engagement Leadership (CEL) Council, a Frost & Sullivan Professional Development Community, is the world’s foremost member-driven, global business...
By Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University | Jan 30, 2018 | CCS, CCW
Watch Video PRESENTED BY Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University SESSION ABSTRACT The future isn’t an accident. The future is built everyday by the actions of people, organizations and corporations....
By Frost & Sullivan | Jan 30, 2018 | CCS, CCW
Customer contact organizations face growing competitive pressures to simultaneously improve the customer experience (CX), increase productivity, and reduce costs. For good reason: delivering a cost-effective excellent CX is becoming the prime means by which companies...
By Nancy Jamison, Principal Analyst, Digital Transformation, Frost & Sullivan | Jan 30, 2018 | CCS, CCW
PANELISTS Victor Ghanem, Director, Business Process Solutions – Customer Experience, Manulife Richard Gianvecchio, Vice President, Support and Services, Symantec Gabriele Masili, Global Director, Digital & Device, Customer Service and Technical Support, Amazon...
