Embracing Technology for Digital Effectiveness

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This webcast is part of our "Friday Back to Business Technology Sessions – Five Session for Digital Innovation". See the other upcoming webcasts here.

Effectively engaging customers and meeting both their and your organization’s needs requires a contact center that can handle and satisfactorily resolve all interactions, whether on the phone, through chat or via bots. Too many organizations are hindered by legacy technology still in use that impedes efficient interactions. Advancing requires innovating in contact centers by embracing cloud computing and unified communications technology that enables self-service and incorporates machine intelligence into interactions between agents and customers.

Mark Smith, CEO and chief research officer of Ventana Research, has 30 years of hands-on and business technology experience. In this webinar, Mark offers insights on how to establish intelligence in customer processes and prioritize deployments of the latest digital technology innovations to most effectively engage and improve the experience of every one of your customers. This webinar will address these key topics:

  • How today’s contact centers fail to meet customer needs.
  • Why embracing the cloud and collaborative technologies can produce innovative interactions.
  • Where organizations should prioritize new technology investments.
  • What companies need to do to assess the need for digital innovation in contact centers

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About the Speaker

Mark_2016_Circle_Zoomed.pngMark Smith

CEO & Chief Research Officer
Ventana Research

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.