Insights to Action: Rethinking the Contact Center for Real Business Impact

CX execs from top companies share how they’re flipping the script on service delivery
Tuesday, July 29 @ 11 AM PT | 2 PM ET
Speaker
Sid Banerjee,

Chief Strategy Officer
Medallia

DeLu Jackson,

Chief Marketing Officer
ADT

Wayne Simmons,

Chief Marketing Organization | Global Customer Excellence Lead
Pfizer

Trish Wethman,

Chief Experience Officer
Pontem Technology Partners

Todd Unger,

Chief Experience Officer, SVP Marketing and Member Experience
American Medical Association

On the Agenda

Contact centers are no longer just about answering calls. They’re where important conversations happen that affect customer satisfaction, brand perception and revenue. Yet many businesses remain focused on traditional contact center metrics, missing the bigger opportunities.

In this executive panel hosted by CMSWire and Medallia, top CX and contact center leaders share how they’re tapping into this vital hub’s full potential to drive smarter decisions, uncover opportunities and actually save money across the organization.

You’ll hear how they:

  • Turn customer conversations into real-time insights that lead to action
  • Empower human agents with AI and automation to make service faster and more effective
  • Turn what they learn into customer experience improvements and ROI

If you manage customer service, marketing or digital efforts, this session will give you fresh ideas for getting more from your contact center.

Presented by

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools.

Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.