april, 2020

14apr2:00 PM3:00 PMDigital Transformation: How to Create More Positive Outcomes and Better Customer Experiences in an Era of Digital DisruptionCategory:Webinars


(Tuesday) 2:00 PM - 3:00 PM

Event Details

Webinar Agenda

Regardless of size, region, or vertical, 99% of companies today are in some stage of digital transformation. This transformation hasn’t just impacted our workplace. It is a part of our personal lives as well, and we are all experiencing some form of daily technology disruption. It affects how we see the world and how we interact with companies and their products and services. Companies know this transformation is critical to their success, but the technology driving these changes is often expensive, complex and difficult to integrate within already fragile and disparate environments.

No one understands this disruption more than the Contact Center, as they truly are impacted by these changes when they connect as brand ambassadors at a customer-level. The key to successfully turning digital ‘disruption’ into digital ‘transformation’ and enhancing the Customer Experience (CX) comes from identifying, capturing and harnessing the individual data points that come together to create the entire customer journey.

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This webinar will provide you with a deeper understanding of how data can shape the success of your company’s digital transformation strategy by:

    • Shortening technology ROI cycles
    • Reducing overhead costs by connecting disparate systems
    • Highlighting areas of opportunity (short term wins)
    • Empowering your employees to deliver exceptional CX
    • Impacting shareholder returns and profitability

Listen in on the experiences of others, participate in a live Q&A, and walk away with actionable CX strategies for your organization.


Featured Industry Speakers:

Alpa Shah
Global Vice President, Digital Transformation
Frost & Sullivan

Jacob Britt
Business Development Manager

In Cooperation with:

Alpa’s professional and volunteer experience includes business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, web design, and most importantly, creating and inspiring teams to be best in class. Consulting projects have ranged from strategy development to white papers to end user analyses. Alpa’s current areas of focus include Digital Transformation in Vertical Markets and CX Trends.

Jacob Britt brings a holistic perspective to understanding the customer journey, having worked for nearly 20 years with front-line customer-facing organizations, applications and technologies that deliver and create industry-leading customer experiences. He specializes in working with large companies that employ a vast number of disparate systems, helping them to make sense of their data by summarizing it and making it available to the right people. As a Senior Manager in Business Development with Aceyus, Jacob has a passion for finding the latest in customer experience improvements along with strategic partners that help to bring innovative ideas to the world of Contact Center Analytics.

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