Customer Engagement for a New Digital-First World: Improving CX, Agent Satisfaction, and Revenue in a New Normal - Argyle Executive Forum Events

OVERVIEW

The world looks very different than it did at the start of 2020. The global pandemic has dramatically increased the speed of digital transformation as throngs of consumers are going digital for the first time for online banking, grocery shopping, and more — creating a new digital-first normal.

While so much of our environment is influx, the mission of customer service teams remains steady. Organizations need to do more with less to support customers who are expecting more than ever.

In 2020, Forrester conducted an online survey with almost 500 global decision makers involved in customer experience, engagement and service to gauge their digital maturity. Join us as we dive into the survey results and cover three emerging trends:

  • Implementing foundational self-service improvement as a top priority. The bottom line: enable customers to solve their own problems to pay huge dividends.
  • Introducing digital channels to your team. Discover how digital communication can be an effective tool and a way to optimize costs.
  • Using AI as a catalyst. Learning how to get started with AI is critical to accelerate maturity. Those who have adopted AI are ready for these changes. Those who have not adopted AI are falling further and further behind.
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