CX excellence in the digital age: Mastering CX transformation through gen AI, cloud and bots
Discover the essential steps for driving cloud contact center transformation.
Join this webinar to learn how to unlock the full potential of generative AI and explore various use cases for its deployment in the contact center.
As customer expectations continue to evolve, organizations find themselves needing to adapt their contact center technology to meet these changing demands while embracing the evolving landscape. Generative AI technology has propelled new possibilities within the customer experience landscape, enabling organizations to create distinctive strategies to foster customer loyalty, advocacy, and business growth.
Watch industry stalwarts from Aspire Lifestyles, HFS Research and Hexaware in this webinar as they explore the dynamic synergy across technologies to transform customer experience.
At the core of Aspire Lifestyles’ services is to provide premium experiences to its customers. Aspire has brought in digital enhancements across customer interactions to deliver seamless experiences across website and mobile applications. In partnership with Hexaware, Aspire has built a roadmap to constantly transform the experience landscape across the services and the messaging platforms. Hexaware powers Aspire’s vision to take the concierge experiences to the next level.
By watching this session, you will gain valuable insights into cutting-edge strategies designed to create extraordinary customer experiences.
Key takeaways from the webinar include:
- Modernize the contact center by progressively implementing digital channels, conversational AI, speech and text analytics.
- Deep dive into Hexaware's accelerators in transformational CX.
- Gain in-depth insights into Hexaware's successful Digital First approach with Aspire Lifestyles.
Speakers
Roger Arias
AVP, Contact Center Transformation, Practice & Solutions
Hexaware
Roger Arias has over 23 years of experience in the BPO/Contact Center industry and is passionate about transforming customer experiences with industry leading CCaaS solutions, cloud communications platforms, Conversational AI and other future-proof CX Transformation technologies and solutions.
Melanie Mingas
Editor-in-chief
CX Network
Melanie is editor-in-chief at CX Network, handling all research projects, industry reports and online multi-media content, while leading the team to ensure CX Network is the go-to resource for CX professionals around the world.
Aravind Narasimhan
GM, Digital Customer Engagement & Data & Analytics
Aspire Lifestyles
Aravind Narasimhan (Ar-vin-d Nuh-ruh-sim-un) is the Group General Manager for Digital Customer Engagement and Data & Analytics at Aspire Lifestyles, a global travel, hospitality, loyalty, and concierge solutions provider. At Aspire, Aravind has spearheaded a multi-year transformation initiative for Aspire and its clients aimed at delivering high-touch customer engagement through personalized, consumer-centric mobile and digital journeys, anchored around premium content, advanced data & analytics capabilities, and innovative digital partnerships.
Previously, Aravind was the Head of Product and Platform at Samsung.com, where he drove digital experience, support and eCommerce enablement on Samsung’s US .Com anchor platform across the full spectrum of Flagship Galaxy S Phones, to premium QLED TVs, to breakthrough Home Appliances.
Aravind has also led innovations in mobile engagement, digital payments, and loyalty capabilities at American Express. Spanning a 25-year career in Technology, Digital and Data through functional and executive roles, Aravind has time-and-again helped organizations manage though complex transformational journeys to deliver strong customer value and business outcomes.
Melissa O'Brien
Executive Research Leader & Head of Research Operations
HFS Research
Melissa is an Executive Research Leader and Head of Research Operations at HFS Research. Melissa leads HFS’ research initiatives for all things customer experience, including contact center, digital marketing and sales, CX design, and conversational AI. Her industry research focuses on key services dynamics within retail, CPG, travel, and hospitality firms. Melissa also looks after operations across all research coverage areas, helping HFS realize our own version of OneOffice™.
Melissa brings hands-on industry and analyst experience to her role at HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, including analysis of evolving contact center business process delivery and consumer communication trends. Prior to IDC, Melissa held various roles in the contact center BPO industry, including new client implementation, program design, and training development for contact centers in Manila and Cebu, Philippines. Melissa has led plenary sessions at HFS FORA, NASSCOM, IDC Directions, and various other service provider and industry events.
Melissa graduated with honors from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society. She is a Boston area native who enjoys traveling, kickboxing, and spending time outdoors, including walking and hiking with her two adorably mischievous hounds.
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