March 21, 2018 – Arise Virtual Solutions Inc., the leader in on-demand customer management solutions, will be hosting a live webinar to explore 2018 customer contact technology trends on March 27th. Featuring guest speaker IDC Vice President, CRM Applications Software program, Mary Wardley, and hosted by Doug Vinson, Chief Crowdsourcing Officer at Arise, the webinar will focus on the impact of technology on agent-facing CX strategies and interactions.
Recent IDC research predicts customer care will fundamentally change in less than three years with up to fifty percent of customers experiencing an Artificial Intelligence support interaction by 2020. So, amid all the high-tech buzz, where does the agent fit in?
The event will provide attendees with an exclusive in-depth look at the key findings from the IDC FutureScape: Worldwide Customer Experience 2018 Predictions (Doc #US4315531, October 2017). The discussion will then turn to what companies can do now to impact customer experience while ramping new technology, and how to prepare to complement these new technologies – regardless of whether organizations are early tech adopters. It will also provide best practices for combining emerging technology with quality interactions to drive superior CX.
“New technology has reached the point where it will have a major impact on customer experience and firms of all sizes need to pay attention,” said Doug. “To be prepared for these shifts, businesses must know when and how to focus both tech-driven and live resources and understand what are the key drivers to a quality interaction still is – and will always be – the agent.”