Transforming from Contact Center to Digital Engagement

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In the spring of 2017, Nemertes Research interviewed nearly 800 global IT and business leaders to understand what Digital Transformation means them, their business, and their customers.  The findings were published in their paper, Transforming from Contact Center to Digital Engagement (link at bottom of page.) 

In this webinar, Irwin Lazar, Vice President & Service Director at Nemertes Research, discusses their research and findings in more detail, and provides a step by step guide for building a business plan for Digital Transformation success.

What we'll cover:

  • Digital Transformation and how it relates to customer engagement & customer satisfaction
  • New Opportunities for customer revenue (and possibly reducing expenses)
  • Framework for developing Digital Transformation strategies
  • Overview of emerging technologies
  • Steps for planning, achieving funding, and executing a business case


Featured Speakers

Webinar Series: Looking Forward to Contact Center Success in 2019!

Leading industry experts and analysts discuss the latest customer experience trends

From everything we are hearing from our customers, customer experience has never been more important. So now is the time to establish what success for your contact center looks like. As a way to help guide you this year and next, we launched an educational webinar series called Looking Forward to Contact Center Success.

This series will help you look forward to the inevitable changes ahead with actionable content, insights and advice from some of the industry’s thought leaders. We’ve put together this masterclass series of top-notch customer experience experts to provide perspectives on the current state of customer experience as well as trends and developments in contact center technologies and strategies.

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