Improving the customer experience continues to be a priority for most organizations and a necessity for digital transformation. Great customer service leaders recognize that success starts from within the company with its strategy, people, processes, and technology. In this panel session led by an industry influencer, hear tales from the trenches on how top leaders create great experiences with the outcomes customers desire, enable the right culture that empowers agents to provide fast and empathetic service, and transform service engagement and delivery with technology.
Successful customer service leaders know their people, process, and technology must work in harmony to deliver outstanding customer experiences. Join Brian Cantor, Principal Analyst with CCW Digital, to learn the approaches of great leaders for improving the agent experience and workplace culture to drive customer happiness, refining processes and metrics to accelerate customer outcomes, and optimizing technology investments to deliver the best customer experience.