Today more than ever, a customer’s experience with your brand is key to forging loyal relationships.
In The CallMiner CX Landscape Report 2022, hundreds of senior contact center and CX leaders across the globe were surveyed on the state of the CX industry.
- 62% believe their organizations don’t collect all the CX data they need
- 70% say at least some improvements are needed to the ways they use data to enhance CX
- 58% feel their CX departments are not aligned with the rest of the enterprise
Join Adam Kling, Chief Revenue Officer at Platform One, Jim Katzman, Principal, CX Strategy & Enablement at InMoment, Chris Bosco, Vice President, Solution Engineering, Service Management Group, and Jeff Gallino, CTO & Founder at CallMiner, to learn how organizations are addressing and solving the CX puzzle. In this dynamic panel discussion, you’ll learn:
- Some of the biggest challenges and opportunities in CX today
- How companies are gaining meaningful insights from the customer data they collect, including where they’re falling short
- Why employee experience is an increasingly crucial piece to providing the best CX possible
- The value of AI in delivering conversation intelligence to provide a more holistic picture of CX
Speakers:
InMoment
Jim Katzman has been on both sides of the customer experience fence. Across his decades of experience, he has served as a CX program owner for big-name brands, and he is currently bringing his wealth of knowledge to InMoment as Principal of CX Strategy & Enablement. Every day, Jim applies his diverse perspective and partners with brands to help them identify big-picture goals and develop in-depth strategies to make their goals a reality.
His impressive track record also extends outside of the professional world and onto the literal track. Jim has completed 46 marathons, and spends his time in the DC area, cheering on the St. Louis Cardinals, or on the beach with his family.
Platform One
Adam Kling is the Chief Revenue Officer at Platform One, a leader in customer experience software. He manages the global sales, marketing, and customer success organizations. Prior to joining Platform One, Adam spent 10 years building market research and CX software capability within organizations, including 7 years at Qualtrics, helping scale the business from 200 to over 3,000 employees.
Service Management Group
Over the past two decades, Chris Bosco has had the privilege of helping a diverse group of global brands realize their visions of customer experience excellence by leading and delivering state-of-the-art integrated business solutions. At Accenture he was an executive leader in digital technologies, strategies and solutions for over 23 years performing a variety of roles as part of Accenture Digital and Accenture Interactive.
As the VP/GM of Solution Engineering, Digital, and Social at SMG, Chris currently helps clients create extraordinary customer experiences, across the entire customer journey. He's responsible for helping to provide thought leadership, best practices, and innovative solutions that help clients demystify the customer experience, increase revenue, and grow market share.
CallMiner
As Chief Technical Officer of CallMiner, Jeff Gallino oversees research, language development, and future product direction. Gallino was President and CEO during CallMiner’s first five years. During that time, he led the company to become an internationally recognized and award-winning enterprise software company.
Jeff has more than 25 years of experience delivering complex software and hardware solutions to enterprise and government customers. Prior to founding CallMiner, Jeff worked at companies like; ThinkEngine Networks, Grant Thornton Consulting, as well as 11 years in the United States Air Force. He holds a BS degree in computer science from the United States Air Force Academy.
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