Digitally transform your customer experience with technology innovations
Watch the On-Demand Webinar Replay Now!
In case you haven’t noticed, consumer expectations for service and responsiveness have risen dramatically, while their patience is in precipitous decline. Anything less than customer processes operating at peak levels of excellence is an invitation to shop elsewhere. Unfortunately, too many organizations are operating with antiquated CRM and contact center technologies and processes that are not mapped to the customer journey and lack the needed level of intelligence to deliver the state-of-the-art customer experience that’s possible in the digital age.
Mark Smith, CEO and chief research officer of Ventana Research, has 30 years of hands-on and analytic technology experience. In this webinar, Mark offers insight into how to establish intelligence in customer processes and examine the latest in digital technology innovations that will help engage and improve the experience to every one of your customers. This webinar will address these key topics:
- How AI is changing the way customers are served.
- How customer journey mapping optimizes engagement.
- How bots can reduce customer frustration and provide intelligent 24-hour self-service.
- How to utilize intelligent and predictive analytics to guide customer interactions.
- What the five areas of digital innovation are that can establish an intelligent CX.
About the Speaker
CEO & Chief Research Officer
Mark is responsible for the overall business and research direction of Ventana Research and drives the global research agenda covering both business and technology areas. He defined the blueprint and methodology for improving business by using benchmark research to provide guidance across people, processes, information and technology. Mark is an expert in enterprise software and business technology innovations including: business analytics, big data, cloud computing, business collaboration, mobile technology and social media. Mark has held CMO, research and product development roles at research and software companies. Mark started Ventana Research more than a decade ago; he has worked in the software industry for 25 years leading innovations in research and technology. Mark was rated the 2011 software industry analyst of the year by The Institute of Industry Analyst Relations (IIAR). Mark is also ranked as one of the top ten technology influencers in 2012 by Human Resources Executive magazine.