The future of customer experience revolves around being digital-first and engaging over channels based on customer preference. However, will adopting channels like web chat, social media, instant messaging, text or even adding a chatbot be enough?
There’s no question that you need to do that, but adopting the right engagement strategy to define your customer’s journey and keep them on the right path is the key to drive customer value.
Watch this webinar to learn about the key considerations for selecting the right strategy, technology vendors, implementation partners and more for your contact center.
Hear more from the leading CX analyst Jon Arnold, who will provide an industry-based perspective to help contact center leaders take a strategic approach to digital messaging channels and conversational AI.
About Jon Arnold
Jon Arnold is Principal of J Arnold & Associates, an independent analyst practice providing thought leadership and go-to-market counsel, with a focus on the business-level impact of digital transformation on the future of work. Core areas of expertise include unified communications, cloud communications, collaboration, Artificial Intelligence, speech technologies, Internet of Things, contact centers and customer experience.
He has been consulting in many of these areas since 2001, and his independent practice was founded in 2005. JAA is based in Toronto, Ontario, and serves clients across North America as well as in Europe.