Customer Engagement Webinars

More than 70% of organizations are using AI to help them serve customers and improve customer service agent performance. But AI is a loaded acronym–adopting AI can mean dozens of things! Join this webinar to learn how companies are using AI in their customer interactions, and also learn:
– Which types of AI are the most prevalent, and which are poised for big growth?
– What insights do companies get by using AI?
– Where does analytics fit into the picture?
So how do you create a leading employee and customer experience? Join Metrigy Research CEO and Principal Analyst Robin Gareiss, 8×8’s SVP of Product Management Hunter Middleton, and 8×8’s Global VP of Product Marketing Meghan Keough as they discuss:

What they’re hearing from organizations on revised, long-term EX and CX strategies
How the lines between employee experience and customer experience are blurring
Why more organizations are selecting an integrated UC and CC solution
Plus, see Metrigy’s latest research around revenue, customer ratings and cost savings associated with an integrated UC and CC approach.But the work isn’t done. Most companies rushed to move employees to home offices, without the normal rigor of strategic planning. Now, IT leaders are taking a step back to ensure an optimal communications environment.

Employees and customers both have more power than ever before. With hybrid workplaces as the new norm, the best employees can work or look for work anywhere in the world. Customers also have the same global choice when it comes to who they do business with.

So how do you create a leading employee and customer experience? Join Metrigy Research CEO and Principal Analyst Robin Gareiss, 8×8’s SVP of Product Management Hunter Middleton, and 8×8’s Global VP of Product Marketing Meghan Keough as they discuss:

What they’re hearing from organizations on revised, long-term EX and CX strategies
How the lines between employee experience and customer experience are blurring
Why more organizations are selecting an integrated UC and CC solution
Plus, see Metrigy’s latest research around revenue, customer ratings and cost savings associated with an integrated UC and CC approach.But the work isn’t done. Most companies rushed to move employees to home offices, without the normal rigor of strategic planning. Now, IT leaders are taking a step back to ensure an optimal communications environment.

IT and CX leaders around the world are planning for a hybrid workplace of the future, where employees work from any combination of home offices, company locations, and even coffee shops. In this environment, it’s more important than ever to connect all employees with the communications applications they need—voice, video, screen sharing, contact center, and more—so they can collaborate with one another and also serve customers. Already, 62.8% of organizations have integrated their UC and contact center platforms to some extent.

But the work isn’t done. Most companies rushed to move employees to home offices, without the normal rigor of strategic planning. Now, IT leaders are taking a step back to ensure an optimal communications environment.

Given the influx of new apps combined with employees working in both home and company offices, the complexity of managing these applications is higher than ever.

In this webinar, Robin Gareiss, CEO and principal analyst with Metrigy, will discuss how successful IT organizations are leveraging provisioning tools and automation to reduce IT administrator overhead and onboard employees more quickly.

The webinar will cover:

What are the core pain points IT administrators—and employees—are facing?
Which administration functions should use automation or employee self-service?
How can IT staffs build a business case to win budget for new tools?
What can specialty tools do to improve provisioning, particularly in multi-vendor communications environments?
How can you expand the value of administration tools by integrations with ITSM, teams, platforms, and processes?

What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse.

Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve customer engagement.

Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once you’ve hit “closed-won,” how do you ensure the customer stays loyal and engaged, while buying more products and services.

If you don’t have a Voice of the Customer (VOC) program, you’re not only doing yourself a disservice; you’re also at a competitive disadvantage. And if you’ve already got one up and running, there are likely some new technologies and best practices you should consider. This webinar provides actionable steps you should take now to establish or improve your VOC program.

Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels.

During this webinar, Metrigy CEO Robin Gareiss and NICE inContact VP of product marketing Chris Bauserman will demystify the confusion around AI. This and subsequent webinars in this series will drill down with even more granularity to provide clear recommendations on how targeted use of AI will improve success metrics.