The 3 Key Technologies to Transform Customer Experience

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Enterprises that seek to transform the customer experience have focused in on three critical technologies:

  • Cloud
  • Omnichannel
  • Analytics

But many enterprises remain unclear about exactly what these technologies are and how they will actually be used to create the customer experience of the future. In this expert-led webinar, Sebastian Menutti of Frost & Sullivan will provide research data and in-depth analysis that will help you understand the technologies that will drive the transformation of your contact center systems and the customer experience that those systems deliver.

You will learn:

  • The cost and feature/function advantages of cloud-based contact center systems
  • A detailed understanding of omnichannel technology, how it differs from multichannel, and why it’s crucial to success with the new customer experience
  • What the next generation of analytics is capable of providing in terms of insights into customer and agent behavior and trends

Featured Speakers

Sebastian Menutti

Senior Industry Analyst at Frost & Sullivan

Sebastian Menutti is an industry expert with close to 10 years of experience in the Information and Communication Technologies (ICT) sector. Menutti currently serves as Senior Industry Analyst within Frost & Sullivan’s Digital Transformation area, responsible for conducting regional market intelligence studies and strategic consulting projects in the Customer Experience field. He specializes in Cloud Communications, Collaboration Solutions, Digital Experience, Contact Centers and BPO. 

Eric Krapf

GM & Program Co-Chair, Enterprise Connect

Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website.

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