Navigating the New, Digital-First Customer Experience

Global events throughout 2020 have had enormous impact on contact centers and customers alike. Whether it’s the pandemic or weather events like the devastating wildfires on the west coast or the very active 2020 hurricane season, each event serves as a wakeup call for the transition to digital-first, omnichannel service. This transformation is key in delivering the fast and friction-free experience customers now demand.

On Demand
1h 00min

Learn how to implement omnichannel customer engagement at your business – and keep the momentum going with proven methods for innovating seamless digital-first CX, including:

  • Investing in intelligent digital assistants and emerging tech to eliminate friction from CX
  • Creating a data-driven organization to connect the dots along the enterprise
  • Developing a strategy and digital-literate workplace to align objectives with digital transformation

Join Mila D’Antonio, Principal Analyst Customer Engagement at Omdia, and Vit Horky, Senior Director Digital Experience at NICE inContact, as they discuss how businesses can successfully and proactively serve “always-connected” customers.

Featured Speakers

  • Mila  D’Antonio
    Mila D’Antonio
    Principal Analyst

    Mila D’Antonio is a principal analyst in Omdia’s Customer Engagement practice where she focuses on the technology that enables intelligent, connected enterprise customer engagement. Her recent coverage has focused on customer engagement platforms, AI-powered marketing and service platforms, conversational AI, and customer data platforms. Prior to joining Omdia (formerly Ovum) in January 2017, Mila served as editor-in-chief at 1to1 Media, where she led the editorial direction of the award-winning publication.

  • Vit Horky
    Vit Horky
    Senior Director Digital Experience
    NICE inContact

    Vit co-founded Brand Embassy, acquired by NICE inContact, to help build better human connections between customers and brands. Before Brand Embassy, Vit founded a European digital communications agency (successfully exited) and software distribution company (failed with style). Vit’s passion about the future of the customer service industry recently brought him to publish a book called “Customer Service in the Transhuman Age”.

  • 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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