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Sometimes your customers want to help themselves – let them!


Presented By: NICE CXone


Presented by Shep Hyken, Author, CX Expert and

Tamsin Dollin, Senior Product Marketing Manager, NICE inContact

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About the Webcast

Despite the many challenges businesses have faced in the past year, customers still expect you to deliver high-quality customer service. And for more and more customers that means better self-service.

The NICE inContact 2020 Customer Experience (CX) Transformation Benchmark Consumer Wave report found that 84% of consumers are more willing to do business with companies that offer self-service. But only 61% say companies actually offer easy, convenient self-service. So, what can you do to ensure that your self-service meets your customer’s expectations? And how can you use self-service to improve agent performance?

Join industry influencer, Shep Hyken and NICE inContact’s Lisa Hotchkiss, as they explore how adding Artificial Intelligence (AI) into your self-service can boost both your agent and customer satisfaction. 

They’ll share their thoughts on how you can deliver better experiences and business results by enhancing your self-service with AI-powered technologies, such as: 

  • Chatbots
  • Conversational AI
  • Real-time agent guidance



About the Presenters

Shep Hyken, Author, CX Expert

Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.  Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications.

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees.

Tamsin Dollin, Senior Product Marketing Manager, AI & Automation, NICE CXone

Tamsin is Senior Product Marketing Manager at NICE with a passion for “connecting the dots” on what it takes to deliver a better customer experience in today’s digital world. Prior to marketing, she spent 20+ years in high-tech as a docs writer and contact center trainer.