Transformative customer experience (CX) requires a perfect blend of technology, people, and operations that keeps the customer front and center. Join our panel of experts in this session to gain valuable insights and practical strategies for driving CX digital transformation and creating optimal customer journeys.
In this webinar you will learn:
- A step-by-step approach to operationalizing digital CX transformation, including best practices in mapping out the customer journey to identify opportunities for improvement.
- How policy and process help shape your real-time guidance strategies
- How important it is to connect your data and methodologies to effectively collect, analyze, and utilize customer data.
- The role of digital design and technology (like AI) in creating seamless and delightful customer experiences.
- Real-world case studies showcasing successful CX transformations and the key factors that contributed to their triumphs
- ...And so much more!
Speakers:
CallMiner
Lauretta Campestre is Associate Vice President of Customer Success for CallMiner. Lauretta has more than 15 years of experience in the accounts receivables management and consumer contact services industries. She has successfully worked in and managed several departments, including; client services, information technology, client relations, quality assurance, and compliance. While in the receivables industry she implemented the CallMiner software and managed the partnership between the two companies. This has positioned her well for her role as Associate Vice President of Customer Success at CallMiner and provides unique perspective to assist CallMiner customers in achieving success with the platform.
Alorica
Harry Folloder is the Chief Digital and Technology Officer at Alorica, a global leader in customer experience, with over 110,000 employees operating in 19 countries and generating more than $2 billion in annual revenue. In his role, Harry oversees technology in a highly tech-savvy organization, focusing on leveraging cutting-edge innovations to empower people. He and his team harness the power of artificial intelligence and GenAI to enhance business operations and customer interactions. Harry's legal background has also been instrumental in his rise to leadership, providing a unique perspective in navigating complex challenges. Before his current role, Harry spent time as a firefighter and paramedic and continues to give back to his community through his service as a fire commissioner.
Alorica
Merlyn is Alorica's Senior Digital Solutions Principal, with a strategic focus on constructing analytic solutions for clients. Her recent professional experience includes time at Cognizant & FirstSource Solutions Ltd where she honed her extensive background in Interaction Analytics- Speech/Text mining and Data sciences.
A champion of Customer Experience Analytics, Merlyn ensures enhancement of CSat /NPs scores, automating quality along with enriching agent conversations and identifying coaching needs.
The tangible and transformative outcomes Merlyn produces give our clients the Alorica IQ experience.
Alorica
Experienced CX/DX leader with 20 years experience of customer journey design and developing digital strategies within in-house organizations and outsourced solutions.
Marie-Louise has led numerous clients in shaping their contact strategies, solutions and operations, which are responsive to evolving customer behaviour whilst ensuring delivery of efficiencies and/or revenue growth. Passionate about inspiring and delivering data-driven customer journeys requiring minimal customer effort.
Marie-Louise has mobilised transformation programs across Retail, Utilities, telecoms, Financial Services, Fintech, Healthcare, and Travel enabled through strong and trusting strategic partnerships with clients. She also has extensive experience with onsite, remote and hybrid solutions in the UK, South Africa, India, LATAM and Europe.
Sed ac purus sit amet nisl tincidunt tincidunt vel at dolor. In ullamcorper nisi risus, quis fringilla nibh mattis ac. Mauris interdum interdum eros, eget tempus lectus aliquet at. Suspendisse convallis suscipit odio, ut varius enim lacinia in. Lorem ipsum dolor sit amet, consectetur adipiscing elit.