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2023 Investment Priorities - Balancing Customer Experience, Employee Engagement and Operating Costs
Live Date: May 4, 2023. PLEASE SIGN IN FOR THE RECORDING.
Speakers: Donna Fluss, President, DMG Consulting, and
Jason Valdina, Senior Director Product Marketing, Verint
About the Webcast
More than ever, businesses
are faced with critical decisions about where to invest their customer
engagement and customer service resources. According to a recent worldwide
survey conducted by DMG Consulting on CX and contact center goals for 2023,
companies are staying on track and even increasing their investments in
multi-year digital transformation initiatives.
Over the past five years, the
top service-related priority for businesses is to enhance the CX. It’s the
same for this year. So what’s different in 2023?
This year, enhancing employee
engagement is of primary importance along with reducing operating costs and
improving productivity. These goals may seem contradictory, but they are
proving to be aligned and helping enterprises improve their bottom
line. Join this webcast as we discuss:
- The
primary goals for contact centers and what investments are being planned
to achieve them.
- How
contact center goals and investment strategies have evolved in recent
years. Where is your organization in this transformation?
- How
organizations are prioritizing digital self-service and conversational AI.
- How
digital transformation initiatives are enhancing customer service.
- Where
will contact center employees be working from over the next few years and
what organizations need to take into consideration.
About the Presenters
Donna Fluss, Founder & President, DMG Consulting LLC
Donna Fluss, Founder and President of DMG Consulting LLC, provides a unique and unparalleled understanding of the people, processes and technology that drive the strategic direction of the dynamic and rapidly transforming contact center and back-office markets. As the foremost analyst and visionary dedicated to the contact center and back-office markets, Donna has provided expert guidance for over 30 years to technology leaders as well as disruptive newcomers, investors, and enterprises that want to build next-generation AI-enabled contact centers.
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.