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Learn how global leaders can make sense of uncertainty, catch up on past CX initiatives and define strategies to exceed their contact centre goals in 2021.

On-Demand Webinar

The Year Ahead: Strategies to Navigate Increasing CX Demands for the Contact Centre
Kerry Bodine

Kerry Bodine

Author & CX Thought Leader
Darryl Addington

Darryl Addington

Director, Portfolio Marketing


In 2020, many contact centres were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimising the changes they implemented in 2020?

On February 11th at 11 AM GMT, join Kerry Bodine, Author & Customer Experience Thought Leader, and Darryl Addington, Director of Portfolio Marketing at Five9, as they discuss how leaders can catch up on past CX initiatives and define strategies to meet and exceed their contact centre goals in 2021.

In this webinar, Kerry and Darryl will discuss:

  • Steps to create a strategy that drives business outcomes amidst continued business and societal changes in 2021

  • AI-powered tools that leaders can use now to optimise efficiency and lower costs

  • Tools and tactics to motivate, engage, and drive efficiency gains with remote workers and hybrid workforces

  • Tips to master the digital-first customer journey across all channels

On-Demand Webinar -