One out of two consumers now prefer digital channels when interacting with a brand. As we move towards a post-pandemic world, consumer expectations have increased drastically, and their comfort with digital has simultaneously risen across all demographics. Having an omnichannel strategy where you can support customers in the channel of their choice plays a critical role in deciding which brands they choose. In this webinar, you’ll learn:

  • The latest consumer behavior trends in digital customer experience
  • How to approach specific digital customer interactions to improve the contact center
  • Strategies to improve agent productivity, reduce costs, and improve employee satisfaction
  • Where automation in an omnichannel strategy can improve customer-lifetime-value metrics
  • The emerging trends on the horizon, such as the video channel and more

Featured speakers

Speaker 1 Image
Matt Wujciak
Analyst & Writer
CCW, Customer Management Practice
Speaker 2 Image
Joanna Palmer
CX Client Principal,
Contact Center
Speaker 3 Image
Max Ball
Director Product Marketing,
Contact Center