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Seamless Customer Experience - Combining AI, Virtual Agents and Live Agents


Presented By: CrmXchange

Live Date: September 12, 2023. PLEASE SIGN IN FOR THE RECORDING.

Panel: Annette Miesbach, Senior Product Marketing Manager, NICE,

Jason Valdina, Senior Director, Digital-First Engagement Channels, Verint, and

Owen Robinson, VP of CX Modernization, Waterfield Tech

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About the Webcast

In today's fast-paced and digitally-driven world, providing a seamless customer experience has become crucial for businesses to stay competitive. Customer engagement strategy is the cornerstone of brand strategy. AI, digital, and human engagement must support brand strategy.

Despite massive shifts in consumer preferences and the explosive growth of digital engagement channels, when it comes to conversational AI and self-serve customer engagement, many brands admit they are struggling to start down the path of investing in bots and AI. 

Key Topics to be Covered:

  • Self- and agent-assisted service: How to ensure the two get along together.
  • Leveraging AI-powered chatbots, virtual assistants, and self-service solutions to deliver personalized and efficient customer support.
  • Learn how to leverage intent data to guide your customer self-service strategy, which common customer inquiries are ripe for being automated, as well as what common agent tasks can be augmented to make your team more efficient. 
  • How  businesses can better inform their digital engagement strategy by capturing and reviewing historical and current customer engagement data to build a modern service strategy.
  • Anytime, any channel: Keeping the customer journey consistent.

Join as we discuss how to take the "Artificial" out of AI and show your customers "Authentic Intelligence.” And, don't forget those humans! Happy, empowered employees create great customer experiences.

About the Presenters

Annette Miesbach, Senior Product Marketing Manager, NICE

Annette joined the Product Marketing team at NICE CXone more than five years ago and is currently responsible for product marketing activities for a number of CXone products. Her areas of responsibilities include Omnichannel Routing, MAX – My Agent eXperience, Supervisor and Administration User Interfaces, and all inbound and outbound, voice and digital Interaction Channels.  Before joining NICE inContact, she held various roles in Product Marketing and Management for a premise-based contact center solution.

Jason Valdina, Go-To-Market Senior Director, Verint

Jason is an accomplished digital strategy and customer experience professional and is the Senior Director of Digital-First Engagement Channel Strategy at Verint, a customer engagement software solutions provider based in New York.

Owen Robinson, VP of CX Modernization, Waterfield

Owen is an experienced business and technical leader with over 20 years’ experience in contact center solutions and workforce engagement. Owen is passionate about helping customer service and workforce planning professionals use their contact center technology to deliver the experience that their customers and agents deserve.