Striving for CX perfection: Elevating customer engagement to the next level
Scoring a perfect ten on customer interaction
Discover how a single AI platform can enhance customer experience, evaluate and develop agent skills, and accelerate data-driven decision-making.
Addressing disjointed infrastructures and ensuring a seamless customer experience (CX) are key to gaining a competitive edge in the market. This session will identify the typical indicators of disjointed infrastructure within an organisation that could obstruct CX innovation and will explore a cohesive strategy to address these issues, utilising a single, purpose-built AI platform.
Key areas to be discussed include:
- Identification, prioritisation, and optimisation of self-service workflows to increase digital resolutions
- Strategies to integrate disparate systems for a more unified CX ecosystem
- Use of AI to enhance customer experience and performance, improve KPIs, and align with your brand through insights from customer interactions
- Acceleration of data-driven decision making
- Intelligent routing of interactions to deliver the best customer experience
- Safeguarding your business and brand reputation while scaling knowledge for all users, including those who use AI
Join us for this one-hour interactive webinar to transform your customer experience with cutting-edge AI solutions and gain valuable insights to drive your CX strategy forward.
Speaker
Martin Han
Senior Portfolio Pre-Sales Consultant
NICE
With 14 years in the Contact Center, Telecommunications, and Unified Communications fields, Martin Han is a highly experienced and trusted advisor. He specialises in solution design, technical consulting and sales support with a strong track record of creating innovative solutions that drive growth and improve customer experiences. He has previously worked at Avaya and Oracle Communications, where he gained extensive experience in enterprise communication technologies and managed major projects for APAC clients. His expertise in both on-premises and cloud solutions, along with his focus on client needs, allows him to provide customised and effective solutions. As a Senior Portfolio Pre-Sales Consultant, Martin leverages his in-depth industry knowledge to assist organisations in navigating and optimising the latest communication technologies.
Danroe Delos Santos
Head of Contact Center – Manager, Customer Service
DigiPlus
Danroe is an experienced Contact Center Manager with nearly 20 years in Team Leadership, Process Optimisation & Improvement and Resource Management & Allocation. He has successfully led a variety of campaigns ranging from Technical Support and Customer Service to Process Improvements across industries such as Telecommunications, Computer Hardware, Health & Beauty, Pharmaceuticals and currently, Leisure & Entertainment.
With a strong focus on driving results, he excels at reducing costs, boosting production outputs and enhancing the customer experience. His leadership ensures organisations operate with maximum efficiency, effectiveness and profitability. Renowned for his ability to lead teams to achieve outstanding results, he has consistently driven the growth and success of the organisations he has been a part of.
Recognised for his leadership, communication, and problem-solving skills, Danroe is dedicated to continuous improvement and committed to fostering employee development and engagement.
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