The state of the voice channel and its role in CX
Why voice is an integral part of your service channel mix and how to optimise it with digital service channels
Attend this webinar where we will discuss why voice is such an important service channel, and how the latest innovations like Service Cloud Voice, will really change the way you service your customers and how your agents work.
Attend this session to learn:
- How the latest innovations in voice will supercharge agent efficiency and job satisfaction
- How to optimise voice across all your service channels like email, chat and social to deliver super-connected customer experiences
- How MYOB have started to embark on this game-changing journey. They will talk about their CX transformation plans and the role of voice!
Presenters:
Matthew Watson
Director, Platform & Service Solution Engineering
Salesforce
Matt is an experienced architect and practice leader with a proven 18+ year track record in delivering innovative, transformative solutions with passion and commitment.
He is a sought after thought leader with deep domain expertise, broad technical skill, and the right level of business acumen to have rapid and long lasting impact with our most strategic and challenging customers.
He has a successful enterprise background working in multiple industries across several domains, developing relationships at an executive level.
Finally, Matt has strong skills in customer service strategy and vision, plus service and community cloud including best in class omni-channel servicing and operating models.
He is currently the Director, Platform & Service Solution Engineering at Salesforce.
Jay Nawaz
Head of Product
MYOB
Over the last 20 years, Jay has had exposure to a wide range of roles ranging from finance to sales, to product management. This has given him a unique range of skills and knowledge that he can use to identify problems, and then work with teams to form solutions and achieve outcomes.
Jay's current role requires leadership responsibility within product management at MYOB, reporting to the GM of product. The platform services team looks after the elements of the MYOB platform that sit outside the core product accounting features, such as identity and access management, sales and account management, data and includes back-end systems such as CRM, marketing automation and finance systems.
