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Roundtable - Digital Customer Service - IVR, Chat, SMS and VA


Presented By: CrmXchange


Presented by: Aspect, NICE inContact and Verint

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About the Webcast

In a recent international study, two thirds of consumers and 91% of businesses said they believe customer service online and via mobile devices needs to be faster and more intuitive.

Live chat has become one of the most popular channels. Companies are now investing in solutions such as chatbots and intelligent virtual agents to augment the capabilities of customer service teams and reduce operating costs. Messaging, SMS and Facebook Messenger apps are rapidly gaining momentum.

 Join this interactive roundtable as we discuss best practices, case studies and solutions which provide the greatest potential to enhance customer relationships.


About the Presenters

Brian Spraetz, Senior Product Marketing Manager, NICE inContact

For more than 18 years, Brian has been helping customer service operations perform at peak levels and deliver loyalty-winning experiences. In addition to his positions in product marketing, Brian has had roles in product development and product management. With expertise spanning the full range of customer engagement solutions, Brian provides unique perspectives and valuable insights on effectively combining technology and processes to gain operational and competitive advantages.

Jen Snell, Vice President, Product Marketing, Verint Intelligent Self-Service

 As a recognized marketing leader for emerging technology and enterprise artificial intelligence, Jen is leading marketing strategy and user engagement programs.

Jen is a frequent speaker and a leading contributor on topics shaping the development and design of interactive technologies. As both a visionary and a pragmatist, she translates the broad visions of technology leaders across the enterprise into actionable insights and purposeful solutions. 

Craig Blake, Senior Director, Professional Services, Aspect

As Senior Director, Craig leads the Innovations team which focuses on self-service, business intelligence, and enterprise integrations. With over 20 years of contact center experience, Craig has worked with hundreds of customers to provide analytical insights and self-service solutions across various omni-channels resulting in significant cost savings to their contact centers.