The 3 Key Technologies to Transform Customer Experience

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.

On Demand
0h 30min

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

  • Sebastián Menutti
    Sebastián Menutti
    Senior Industry Analyst
    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. In addition to its client-facing role, Menutti also participates in the most important industry events in the region as speaker, moderator and panelist, and contributes to Latin American and international media vehicles with articles and industry-related statements. Menutti holds a BA in Political Sciences from the University of Buenos Aires and is professor in the department of Social Sciences.

  • 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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