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Elsia provides insights on Improving contact center performance to drive better sales conversion and higher CSAT and how Caesars managed change, culture indoctrination and channeled passion amongst employees, resulting in improved customer satisfaction.

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Melissa highlights the existing front office, middle office and back-office silos, Introduce HFS’s exciting concept of “Intelligent OneOffice™", vision, discuss frameworks, real life examples and best practices for integration. 

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Melissa highlights the existing front office, middle office and back-office silos, Introduce HFS’s exciting concept of “Intelligent OneOffice™", vision, discuss frameworks, real life examples and best practices for integration.

On Demand

Ebrahim discusses how Michael Kors manages its brand experience across channels. He also provided insights on how they achieved their goals by applying Covey’s "The 4 Disciplines of Execution" to Customer Experience.

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Katrina and Juan discusses how you can move your company to the next level by serving as a curator of the right interaction channels, infrastructure, solutions, partnerships, networks and process methodologies.

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Wayne discusses UnitedHealth Group's "Best Practices on Seasonality Management", and provides the necessary guidance to businesses that are determined to deliver excellent customer service.

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Scott shares how they deliver terrific and personalized customer experience in every country, while balancing the business need to make good economic decisions on how this support is delivered.

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Shannon provides insights into how Scotiabank created a customer conversation flow with specific elements to deliver consistency and provide flexibility to build relationships, increase customer loyalty and revenue for Scotiabank

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Katrina and Melissa focus on the economics of creating a customer experience that serves as a market differentiator and balancing digital channels and human channels in a cost-effective way. 

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Michael and Alan focus on insights into the background, trends and context for the current fraud landscape within the contact center marketplace. The presenters will also share best practices on minimizing operational risks and building a security-conscious culture.

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