Frost & Sullivan

— Virtual Think Tank —

Behind the Curtain:

How Do We Get Self-Service Right?

Michael DeSalles

Moderator: 
Michael DeSalles
CX Principal Analyst
Frost & Sullivan

Tuesday, April 23, 2024
2:00 PM – 3:00 PM ET

We are pleased to invite you to an exclusive discussion with your peers to gain your perspective in support of our ongoing industry research.
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Join us for this Timely Discussion!

Brands can no longer rely on cookie-cutter chatbots and generic FAQs to meet the rising tide of customer expectations. Contact centers are making a remarkable shift from assisted channels to self-service. The future belongs to companies that can master the effective use of AI and automation to solve the more-than-basic queries via self-service.

The key questions we will be discussing are:

How do you maintain a personalized customer experience while simultaneously offering relevant automated solutions?

How are businesses measuring the success and efficiency of AI-driven self-service options?

How can brands bridge the gap between customers’ willingness to explore self-serve options and their confidence in resolving them?

How are contact centers navigating the transition from assisted channels to self-service?

With growing emphasis on AI and automation, how are contact centers adapting their hiring, training, and skill development strategies?

Join us for an interactive Virtual Think Tank discussion with industry thought leaders, led by Frost & Sullivan’s CX Principal Analyst, Michael DeSalles, who will moderate and brainstorm a forum on how AI is evolving self-service.

Participants

Charlie Parker

Charlie Parker
Director, Customer Success
HCL Software

HCL Software
Ron Blahnik

Ron Blahnik
Chief Information Officer &
Senior Vice President
Hibbett Retail, Inc.

Hibbett Retail, Inc.
Ryan Holt

Ryan Holt
Director of Customer Care
Floor and Decor

Floor Decor
Jasmeen Kaur

Jasmeen Kaur
Vice President,
Customer Operations & Support
Travelport

TravelPort
Sue Skjervheim

Sue Skjervheim
Director of Operations
Fresenius Medical Care

Fresenius Medical Care
Grant Horvath

Grant Horvath
Contact Center Specialist
Sprinklr

Sprinklr
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FAQ

What is a Virtual Think Tank?
A Frost & Sullivan Virtual Think Tank is an exclusive, unique and highly engaging conversation that brings together a diverse group of industry leaders to discuss their opinions on a certain topic. Content from this collective discussion will be featured in an upcoming Frost & Sullivan article where you have the options to be highlighted as a thought leader. Your insight as a strategic partner is invaluable.
Why should I participate?
  • Share & Learn Best Practices: Engage in strategic conversations with your peers. The open, candid discussions you have will spark creative thinking and help you formulate new ideas for implementation.
  • Increase Your Peer-to-Peer Network: Connect with other senior level leaders in your industry on a more intimate level.
  • Get Access to a Frost & Sullivan Analyst: Engage with our industry experts to gain additional insights and ask them your questions.
  • Demonstrate Your Industry Expertise: The insights, feedback and best practices shared by you will be part of an upcoming Frost & Sullivan article. Through your participation, both you and your company will be positioned as a leader.
Will I have the option to be quoted or not?

Yes, all participants have the options to be quoted or not in the content created from the discussion.

Will I get a copy of the final content once published?

Yes, we would be more than happy to send you over a complimentary copy of the final content once published.

Who can I speak with for additional questions?

Please contact Danielle Floyd at danielle.floyd@frost.com

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