Key Customer Contact Trends You Need to Understand


Keynote CCX Keynote
CC Customer Contact N Networks

Today’s contact center is very different than yesterday’s call center, as we enter the era of customer engagement. As call centers gave way to contact centers, the next evolution is the “Customer Experience Center,” requiring new approaches and technologies. Customer demands and expectations have drastically changed, and organizations are turning to new technologies to improve the way they interact with customers. To be successful, organizations need to understand the key trends impacting the contact center today and longer term, including the rise of omnichannel, AI, and digital channels.

What you will takeaway from this session:

  • Omnichannel, bots, and more - what are the key trends you need to focus on in the coming months and years?
  • What does omnichannel really mean, and what do customers really want?
  • Who are some of the new disruptive players, and how are they impacting the market?
  • What is the role of agent engagement when it comes to customer engagement, and how can you better enable your agents?

President and Principal Analyst