SPEAKERS:
Brad Cleveland, Former ICMI CEO and CX Author
Kieran King, Chief Customer Officer at Talkdesk
It used to be fairly straightforward for companies to engage with their customers and map their journeys from discovery to making a purchase or engaging a service. But those days are long over.
Today’s customer journeys are infinitely more complex, with multiple touchpoints across multiple paths as customers move from discovery to final action. Steering a customer to a desired outcome is no longer possible.
Organizations that have embraced this ‘chaos’ are finding success building digital front doors that welcome their customers when they are ready to engage.
Join this discussion with Brad Cleveland, former CEO of ICMI and author of Contact Center Management on Fast Forward, and Kieran King, chief customer officer at Talkdesk, to learn how to create a digital front door strategy that allows your customers to seamlessly move between the channels they prefer and never encounter a dead end.
Topics to be discussed:
- The difference between omnichannel and multichannel.
- Why AI and automation are fundamental enablers.
- The peril of neglecting the agent experience.
