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Megatrends to Watch for in 2024 and Beyond


Presented By: CrmXchange

Live Date: August 15, 2023. PLEASE SIGN IN FOR THE RECORDING.

Panel includes: Brian Mistretta, Director, Product Marketing, NICE,

Roger Lee, aka Dr. WFO, Principal, Contact Center Advocates, and

Kelly Koelliker, Senior Director, Content Marketing, Verint

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About the Webcast

The customer service landscape is constantly evolving, and with technological advancements and changing customer expectations, businesses need to stay ahead of the curve to remain competitive. In this webcast, our expert panel will discuss the most important customer service megatrends to watch for in 2024 and beyond. 

- Discover why telephony alone is no longer the driving force in shaping customers' purchase decisions.  Hear the newest trends that are reshaping the contact center landscape and redefining how businesses connect with their customers.

- Learn how to leverage powerful tools to augment human capabilities and foster meaningful connections.

- Four relevant themes, one from each category of strategy, people, process and technology that will carry over into 2024 and why it is important to perform a health check in 2023.

- Gain valuable insights from industry experts who have embraced openness in their CCaaS journey.

- See how today's customer journey introduces opportunity and risk

- Learn about the changing CX landscape driven by AI and automation 

Join our expert panel as we delve into these and other trends and discuss how businesses can prepare for the future of customer service.

About the Presenters

Roger Lee aka DR. WFO, Principal, Contact Center Advocates

Roger has more than two decades of combined experience in finance, operations, and services management and quality. He has held several leadership positions in both customer engagement centers and technology vendors and has been characterized as an other-centered leader. Roger fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. He is a certified Six Sigma Black Belt, certified generational trainer, and certified COPC Customer Experience Performance Leader. 

Kelly Koelliker, Senior Director, Content Marketing, Verint

Kelly Koelliker is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, automation, and artificial intelligence.

Brian Mistretta, Director, Product Marketing, NICE

Brian leads the company’s Federal, State and Local Government Marketing efforts. He has spent his career marketing both business to business and business to consumer technology solutions and brings a strong focus on delivering exceptional experience between agencies and their constituents.