How CPaaS is Transforming Digital Engagements

Today’s businesses serve a generation of connected consumers that value convenience, excellent customer service, and the ability to self-serve. They expect a frictionless experience across all communications and areas of the business. 

With digital transformation and improving CX a priority for most businesses, the maturing CPaaS market has an important role to play in meeting business needs around CX. CPaaS will be particularly important as the demand for cloud communications grows and enterprise IT comes under pressure to bring about the transformation needed to enhance the enterprise’s digital competitiveness. 

On Demand
1h 00min

Join our discussion to learn about: 

  • How current CX and CPaaS trends open up opportunities for enterprises to build inclusive customer experiences throughout the entire customer journey  
  • Use cases that drive significant impact across industries such as travel, healthcare and retail 
  • How enterprise developers are leveraging API and orchestration tools to deliver exceptional experiences 

Featured Speakers

  • Zeus Kerravala
    Zeus Kerravala
    Founder & Principal Analyst
    ZK Research

    Zeus Kerravala is the founder and principal analyst with ZK Research, and provides a mix of tactical advice to help his clients in the current business climate and long-term strategic advice. Kerravala provides research and advice to end-user IT and network managers, vendors of IT hardware, software and services and the financial community looking to invest in the companies that he covers.

  • Brian Heikes
    Brian Heikes
    Director, Product Management
    imimobile, a part of Webex

    As head of imimobile’s CPaaS product management team, Brian is responsible for the imiconnect product and focuses on enabling enterprises to build smarter experiences to interact with their customers and employees. Brian has 20+ years of product experience centered on delivering communications products to address the requirements of enterprise IT and developers. His work allows companies to create innovative CX that take advantage of the unique nature of mobile communications.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    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. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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