Thought leaders love to talk about “changing times” and “new normals.” But what changes are our customers actually prioritizing? And what do these changes actually mean for the way we engage with them throughout every phase of the journey?

Our Seminar Series will begin by answering these questions. Analysts Brian Cantor and Brooke Lynch will share research highlighting five trends that are significantly reshaping the way customers seek support, behave during interactions, and evaluate brands. From there, they will provide a roadmap for how you can fuse customer-centric thinking, actionable intelligence, and innovative initiatives to create unforgettable customer connections. Topics include:

• ChatGPT, right now: Learn what customers really think about generative AI, and what that perspective means for CX strategy
• Personalization vs. Speed: Find out how customers really feel about “personalized” experiences
• Digital engagement myths: Get the truth about the right way to connect with customers in the digital world
• Human-centric CX: Understand when and how to be “human” in your experience
• Proactive engagement: Distinguish between “empowering” and “annoying” as you learn how best to anticipate and proactively address customer needs

We can talk about digital transformations. We can talk about the rise of AI. Your customers, however, still want to talk on the phone for some (if not all) of their issues.

Why does this reliance on the phone continue? When, if ever, would customers choose lower-touch options like chatbots, text, or email? How can you anticipate these increasingly nuanced preferences – and accommodate them in an era of cost scrutiny?

This session will reveal the answers, empowering you to build an omnichannel strategy that respects customer autonomy – and adds undeniable value – at every phase of the journey. Topics include:

• New research on which channels customers trust – and don’t trust – to solve their problems
• New rules for empowering agents to thrive in the omnichannel era
• The 3 principles of omnichannel in today’s CX landscape
• Tips for creating a more personalized experience throughout the journey
• Real-world examples of omnichannel successes and failures

If you’ve attended any webinar, read any whitepaper, or simply engaged in any conversation about customer contact, you’ve heard about the importance of delivering “empathy” in customer journeys.

It sounds great, but what does empathy really mean to today’s consumers? And how can you deliver it in a world where automated engagement – not to mention an emphasis on cost-cutting and efficiency – is taking center stage?

This webinar will reveal the new rules for empathy, highlighting ways to be both emotionally resonant and frictionless when interacting with today’s customers. Topics include:

• What empathy really means in today’s CX landscape
• Where you should land in the great “speed vs. personalization” debate
• When “going above and beyond” is the wrong CX strategy
• How to measure the humanity of your customer experiences
• What digital empathy” looks like in practice (real-world case studies)

We’ve all heard the phrase “happy agents = happy customers,” suggesting that the experience we create for our agents impacts the one they create for our customers. But it’s important to remember that the reverse can also be true – new CX demands can transform our EX needs. That is what we’re seeing now - as customer expectations and trends related to AI, self-service, personalization, digital transformation, and “magical” interactions are changing the way we hire, train, manage, and empower our agents.

This session will unpack this correlation, before providing you everything you need to know to help agents deliver exceptional experiences at every phase of the customer journey. Topics include:

• The truth about when customers want to self-serve vs. when they want to speak to agents
• Skills that have become essential – or irrelevant – for today’s CX employees
• Tips for empowering agents to deliver personalization at scale
• Pain points that prevent agents from making connections with customers (and how to overcome them)