SESSION OVERVIEW

With more of our world shifting to virtual, how can we leverage every customer encounter to drive lifetime loyalty? The pandemic has changed the world forever – there is no going back.

Your customers have a new perspective on what is important to them. In fact, customer expectations for great contact center experiences are higher than ever.  And, when you consider the enormous challenges of the “great resignation,” acquiring and retaining talent is tougher than ever. Across industries in every competitive landscape, companies are racing to meet the “next normal.

In The De-Centered Contact Center, Building Customer Loyalty in the Next Normal David shares how:

• Contact center leaders can flip these headwinds and turn them to an advantage
• Tremendous tech advances of recent years can help us execute successfully on a new vision

Plus, learn the top three priorities for delivering frictionless CX in 2022.

Speaker

David Funck

Chief Technology Officer, Alvaria

David has been a technology leader at Aspect for 20 years, responsible for software and cloud network architectures across the entire Aspect product set. He is an inventor and thought-leader with nine core contact center technology patents issued during his tenure at the company. David is a problem-solver and attributes his success to spending more time collaborating with customers than tinkering in the lab.

https://www.linkedin.com/in/david-funck