As consumers expectations are constantly changing, how do companies prepare to meet their customers’ ever evolving needs? What are the latest trends in customer experience and how can companies use this information to enhance their contact center?In just a few short weeks, all these questions will be answered at the annual Five9 CX Summit! In three different sessions, leading industry analysts will dive into the ins and outs of the contact center, the current trends in customer care and what the future of CX will entail. Below we are sharing a sneak peek at what they will be discussing:What’s the Role of the CC in 2022?
Lead by Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics
Wednesday, September 18th
10:30 a.m. – 11:20 a.m. in Oceanside BContact Center Industry maven, Sheila McGee-Smith, will interview Five9 customers about their contact centers. How do they see customer and agent expectations evolving and what impact does that have on the contact center of 2022? What are they doing today to prepare?What’s Trending in CX – Are you on the Cutting Edge?
Blair Pleasant, President and Principal Analyst at COMMfusion
2:30 p.m. – 3:20 p.m. in Oceanside BI will sit down with Blair Pleasant as we dive into the Five9 Customer Service Index 2019 that captures current customer service related wants and opinions. Join us for a lively discussion about these trends and potential implications on your business.Injecting Intelligence into the Contact Center
Art Schoeller, Vice President and Principal Analyst at Forrester Research
Wednesday, September, 19th
11:30 a.m. – 12:20 p.m. in Oceanside BJoin Art Schoeller, VP & Principal Analyst, Forrester Research as he discusses trends impacting companies as they begin building an intelligent contact center strategy. Starting with data, businesses need to understand strategies to ensure they are ready for the changing nature of work in the contact center. With automation continuing to change the landscape of customer experience, contact centers need to prepare for the impact this will have on agents, customers, and the operations of the contact center. Join this session to hear about four steps businesses can take to prepare for the impact of AI and changing customer expectations in the next decade.CX Summit space is limited. Click here to reserve your spot.
Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.
He is an experienced strategic marketing communications professional with a thirty year proven track record. This has enabled Michael to develop creative and effective global marketing and corporate communications campaigns that have included thought leadership, social media influencer campaigns and reputation management initiatives.
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