WEBINAR: June 19 at 1:00 pm (ET)/ 10:00 am (PT)

Breaking Down Enterprise Barriers to Improve Customer Experience

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With Sheila McGee Smith of McGee-Smith Analytics

The digital revolution is changing both the expectations of today’s tech-savvy customers and the way enterprises manage customer engagement and. New systems promise ever-more accurate customer insights, but to be truly effective, this data must be available and actionable across the entire organization--sales, marketing, and operations as well as the contact center.

In this webinar, contact center industry analyst Sheila McGee-Smith and Serenova CMO Michelle Burrows will discuss how to break down company silos to produce real improvements in CX for both your company and your customers. You’ll hear:

  • What will be required to bring the same excellence to digital interactions that you bring to voice today?
  • How does the role and definition of the "agent" change in the age of digital customer experience?
  • How can you best meet the demands of Gen Z, both as customers and as agents?
  • How will artificial intelligence change contact center operations over the next few years?

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Featured Speakers

Sheila McGee-Smith

President and Principal Analyst, McGee-Smith Analytics

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. With more than 35 years in the communications industry, her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

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