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Best Practices - How to Deliver an Effortless Customer Experience


Presented By: CRMXchange

Live Date: August 9, 2018. PLEASE SIGN IN FOR THE RECORDING.

Presentations from: NICE, nVoq, Verint

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About the Webcast

Organizations that focus on helping people solve problems quickly and easily are often the most successful at building customer loyalty.  Customers inform companies about how difficult or easy or delightful it is to do business with them every day, through many channels and feedback mechanisms. 

Such businesses take proactive steps to identify the correct points in the customer journey that require the highest effort. 

During this roundtable we will discuss: 

  • How to ease customers’ hatred of your IVR systems
  • Why understanding the customer journey is critical to effortless CX
  • The power of personality in delivering exceptional customer service
  • How to improve agent productivity, reduce errors and increase customer satisfaction through flexible desktop automation
  • Best practices for every step of the customer feedback journey; no matter where your organization is in it’s collection efforts  


About the Presenters

Carmit DiAndrea , VP of Portfolio Market Strategy, VoC, Verint

Prior to joining Verint in 2017, Carmit was the Director of Customer Contact Analytics at Time Warner Cable responsible for leveraging Speech Analytics technology to identify opportunities for process improvement, cost reduction, increased customer satisfaction and retention, and enhanced process compliance.  Carmit brings to her role 20 years of contact center experience.

Carleton Perry, VP, Platform Sales, nVoq

Carleton and his team drive business collaborations around nVoq’s cloud-based speech recognition and innovative desktop automation tools. Carleton has more than 25 years of experience in enterprise software sales, most recently as Director of Solution Sales for Microsoft.

Abby Monaco, Senior Marketing Manager, NICE Nexidia

Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and messaging for its Customer Engagement Analytics solutions. She is in charge of articulating and promoting the value and competitive advantages of the Nexidia Analytics and Customer Journey Solutions portfolio.