President & Principal Analyst
This presentation by leading industry analyst Sheila McGee-Smith will address the options available to organizations to meet the ever-evolving customer support and e-commerce needs of today’s consumers and businesses. As the migration of contact center solutions to the cloud accelerates, new techniques to enhance customer care – especially with preferred digital and mobile alternatives – present both new opportunities and new challenges.
This session will examine how artificial intelligence, the Internet of Things and other innovative technologies are influencing not just the delivery of customer care, but the expectations customers have for the quality of each interaction. It will also address how cloud contact centers today enable a new level of agility and flexibility to adapt, customize, and scale to meet the unique demands of each enterprise.
2:10 PM The Smarter the Tech, the Smoother the Journey: How Speech Technologies and AI Can Improve Customer Experience
As AI and conversational platforms become part of consumers’ everyday lives, this tech will play an ever-growing role in defining how businesses connect with consumers. Leveraging speech and AI technology via APIs can empower companies to create modern and proactive customer experiences, ultimately building stronger customer loyalty and relationships.
In this panel moderated by top analyst Sheila McGee-Smith, Kevin Fredrick, Managing Partner of OneReach, Michal Raz, VP of Global Partnerships, Vonage and Kyle Riordan, Product Marketing Manager, Vonage, will discuss how innovative speech and AI technologies, powered by Nexmo, the Vonage API platform, enable businesses to take their customer engagement to the next level and deliver an unparalleled customer experience.