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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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[CANCLED] [VIRTUAL] Session 604: Unlocking the Value of Data to Drive a Superior Customer Experience

Dmitri Novomeiski  (Area Vice President, LTIMindtree)

Location: On-Demand

Date: Friday, October 20

Time: 3:30 pm - 4:30 pm

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Virtual Session

Vault Recording: TBD

In the digital age, organizations large and small are sitting on a goldmine of information about customers and their engagement with the organizational value chain. Unlocking the value of this information is key to enabling competitive advantage, delivering superior experiences, and creating customer loyalty.

In this session, Dmitri Novmeiski will share insights, frameworks, and use cases on what information is critical to CX effectiveness and how organizations can better leverage this data at the point of interactions, as well as extract deep insights. He'll also present some of the challenges and recommendations for contact centers in unlocking the value of customer data, including data privacy concerns and data quality issues. Finally, he'll touch upon how these vast oceans of information can be used to experiment and deploy next-generation technologies.