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Thursday, October 21 • 12:15pm - 1:10pm
Lunch & Learn: The Orchestrated Customer Experience: CX Transformation Delivered by a Modernized Contact Center Framework

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 While contact center technology has matured, and while new approaches to improving Customer Experience (CX) are well underway, the industry has yet to deliver on the promise of the fast and friendly service consumers and business expect in 2021. In this presentation, we propose building blocks that remove complexity and orchestrate how CX will be delivered in the future, building blocks we have already put in place and proven with many enlightened Clients.

Those building blocks within a Modernized Contact Center Framework include:
  • Channel Engagement Engine
  • Managed Experience System
  • Performance Management Module. 

Customer CX transitions from being a set of independent interactions to becoming an Orchestrated Customer Experience in an engagement journey.

Speakers
avatar for Greg Weber

Greg Weber

Chief Technology Officer, Eventus
Greg Weber is a leader in the enterprise communication industry with over 20 years of experience, and brings a wealth of knowledge enabling mobile and digital customer experiences from cloud services in an omni-channel ecosystem. He helps clients achieve their CX business goals and... Read More →


Thursday October 21, 2021 12:15pm - 1:10pm EDT
Virtual Platform