The future of customer experience will be focused on value. Artificial intelligence (AI) and automation are redefining customer service, forcing agents to handle highly complex interactions while robots conduct transactional interactions. In order to meet the new CX demands, organizations need to rethink how they are arming customer service agents to deliver the value that customers expect.

Watch this webinar featuring guest speaker, Forrester VP and Principal Analyst, Kate Leggett and Appian Contact Center Industry Practice Lead, Todd Marthaler to hear about the customer service megatrends and technology investments that are shaping the future of CX.

In this presentation, you’ll learn:

  • How lack of context is hurting the CX you deliver
  • Why investing in Universal Agents will give you a competitive advantage
  • AI and automation use cases and starting points
  • How technology improves agent and customer experience and reduces customer effort