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Smooth Customer Journey – Predictions for 2020 and Beyond


Presented By: CrmXchange

Live Date: December 5, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by Ken Brisco, Senior Product Marketing Manage, NICE Nexidia and

John Finch, AVP PMM, Customer Engagement, RingCentral

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About the Webcast

The customer journey details the joys and pains that customers experience when interacting with your brand.  Optimizing the customer journey across channels and over time enables organizations to transform disparate interactions into best-in-class customer experiences. 

On this roundtable you will hear how: 

  • AI-driven analytics boosts customer loyalty and retention
  • To measure quality across all channels
  • Bots are best able to collaborate with humans
  • The macro to micro-level journey analysis drives deeper insights into customer engagement 

A panel of Industry Experts will discuss future technologies and predict emerging trends to improve the customer journey.


About the Presenters

Ken Brisco, Senior Product Marketing Manager, NICE Nexidia

Ken serves as Product Marketing Manager for NICE Nexidia’s Customer Journey Solutions (CJS), bringing nearly 20 years of product marketing experience in both software and technology solutions. Ken is responsible for establishing the vision and messaging, as well as promoting the value and competitive advantages of NICE’s CJS within the Customer Experience industry. He is also responsible for optimizing product profitability by maximizing product sales for Customer Journey Solutions.

John Finch, AVP PMM, Customer Engagement, RingCentral

John is responsible for the strategy and execution of RingCentral’s global customer engagement marketing efforts. He has held leadership roles in product marketing, product management, and sales with leading technology companies. Prior to joining RingCentral in 2017, he was Head of Product Marketing at Dialpad. Prior to that, he led product marketing at Serenova and Genesys. John also spent time as an entrepreneur building a technology platform that brings artist and collectors together directly. John holds a BS from the University of Minnesota Carlson School of Management and has studied Art History at Stanford University.