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Megatrends to Watch for in 2025 and Beyond

Presented By: CrmXchange

Date: Thursday, August 15, 2024 1:00 PM - 2:00 PM

Presented by Sabra Richardson, Senior Product Marketing Manager, NICE,

Gaurav Passi, CEO, Zingly, and Trent Isaacs, Senior Director, GTM Strategy for Real-Time Work, Verint

About the Webcast

The customer service landscape is constantly evolving. With innovative advancements and changing customer expectations, businesses need to stay ahead of the curve to remain competitive.

There is much talk of AI. But what does it mean to be AI ready? We will explore:

- How AI readiness is crucial for future success and discuss the role of memory in shaping proactive service, enabling businesses to anticipate and meet customer needs more effectively.

-Issues such as the joining of the Human Touch with AI. While AI is transforming customer service by enabling scalable operations, the imbalance between agent supply and consumer demand, along with the shift from traditional channels to digital, has caused a Fear of Reaching Out.

- How Maintaining the human touch is crucial to fostering genuine relationships and enhancing customer satisfaction

- Why combining knowledge and conversational data is pivotal for achieving success, and learn the secret to boosting efficiency in key metrics – it's all about empowering your agents.

You will hear new, thought provoking concepts. Be among the first to know what's coming next.

About the Presenters

Sabra Richardson , Senior Product Marketing Manager, NICE

Sabra is a Senior Product Marketing Manager at NICE. She has a background in data analysis, business systems, and marketing for software and IT services. She enjoys exploring the many ways technology builds customer experience, improves employee experience, and drives business transformation.

Trent Isaacs, Senior Director, GTM Strategy for Real-Time Work, Verint

With over 25 years of experience in the contact center industry, Trent has held various key roles. Trent currently drives initiatives aimed at business growth and customer success in implementing real-time strategies. His passion lies in helping contact center professionals leverage technology to manage customer interactions effectively, resulting in game-changing outcomes and world-class customer experiences.

Gaurav Passi, CEO, Zingly.ai

Gaurav is a dynamic leader with over 25 years of end-to-end experience in the CX industry, spanning CRM, Cloud Contact Centers, and Unified Communications. He has helped top enterprises modernize their customer experience with many award-winning products. Before founding Zingly, Gaurav was President of Cloud Business at Avaya Inc., where he led global initiatives to reimagine operations, drive reinvestments in cloud, and integrate emerging technologies like AI and mobile.

Notably, Gaurav was also CPO/EVP of Products, Technology, and Marketing at Five9, where he helped transform the company into an industry-leading Cloud Contact Center provider.