5 Customer Experience Pitfalls to Avoid

Quality customer experience (CX) is a must for every business. However, enterprises continue to make common CX mistakes that can lead to increased agent turnover and the loss of key customer insights that are important for winning and retaining business. With the right CX strategy in place, your organization can avoid these common CX stumbling blocks, empowering your agents, increasing customer loyalty, and exceeding your KPIs.

On Demand
1h 00min

With over 25 years in digital customer experience, Robin Gareiss, President of Nemertes Research, will join Darryl Addington, Director of Product Marketing at Five9, for a lively discussion about the top five CX pitfalls to avoid:

  • Not having an omnichannel strategy
  • Neglecting to use call center analytics
  • Lacking agent support
  • Failing to establish a customer care culture
  • Not fulfilling the customer feedback loop

Featured Speakers

  • Robin Gareiss
    Robin Gareiss
    President & Founder
    Nemertes Research

    For 25+ years, Robin Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, analyzing their technology strategies and more recently, their ability to serve as trusted advisors to the business. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, IDG’s IT Roadmap, UBM’s Enterprise Connect, Enterprise 2.0, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.

  • Darryl Addington
    Darryl Addington
    Director of Product Marketing

    Darryl is the Director of Product Marketing at Five9. Darryl has more than 24 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in using integrated data and recent advances in AI technology to improve service and sales environments – solving the challenges enterprises face when building a differentiated customer experience.

  • Michelle  Burbick
    Michelle Burbick
    Special Content Editor, No Jitter
    Program Coordinator, Enterprise Connect

    Michelle Burbick is the Special Content Editor and a blogger for No Jitter, Informa Tech's online community for news and analysis of the enterprise convergence/unified communications industry, and the editorial arm of the Enterprise Connect event, for which she serves as the Program Coordinator. In this dual role, Michelle is responsible for curating content and managing the No Jitter website, and managing its variety of sponsored programs from whitepapers to research reports. On the Enterprise Connect side, she plans the conference program content and runs special content programs for the event. Michelle also moderates Enterprise Connect sessions and virtual webinars which cover a broad range of technology topics. In her tenure on the No Jitter and Enterprise Connect teams, she has managed the webinar program, coordinated and ran the Best of Enterprise Connect awards program, and taken on special projects related to advancing women in the technology industry and promoting diversity and inclusion. Prior to coming to No Jitter, Michelle worked as a writer and editor, producing content for technology companies for several years. In an agency environment, she worked with companies in the unified communications, data storage and IT security industries, and has developed content for some of the most prominent companies in the technology sector. Michelle has also worked in the events and tradeshows industry, primarily as a journalist for the Trade Show Exhibitors Association. She earned her Bachelor's degree from the University of Illinois at Chicago. She is an animal lover and likes to spend her free time bird watching, hiking, and cycling.

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