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Schedule 2024

Session 402: Beyond the Call: Leveraging Contact Centers to Enhance Omni-Channel Customer Experiences

Brandon Hanson  (CX & AI GTM & Product Marketing Leader, Qualtrics)

Date: Thursday, October 24

Time: 10:15 am - 11:15 am

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Case Study

Vault Recording: TBD

Abstract: In today's digital age, customers expect a seamless and consistent experience across all channels when interacting with a brand. This presents a unique challenge for Contact Center Executives and CX Executives as they work to align their strategies and resources to deliver a truly omni-channel customer experience. This session will explore the critical connection between Contact Centers and omni-channel customer experience. Through real-world examples and best practices from top industry leaders, we will discuss how organizations can effectively integrate their customer touchpoints to create personalized and holistic experiences that drive loyalty and satisfaction.


Understanding the importance of aligning Contact Center and CX strategies
Exploring best practices and examples of successful omni-channel customer experiences
Learning how to integrate customer touchpoints to create a seamless journey
How to tie Contact Center + Customer Experience metrics together to drive operational efficiencies and overall improved customer lifetime value.