Frost & Sullivan

— Virtual Think Tank —

Decode, Delight, Repeat

Unleashing the Power of Conversational Intelligence

Michael DeSalles

Moderator: 
Michael DeSalles
CX Principal Analyst
Frost & Sullivan

Thursday, November 2, 2023
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!

Large contact centers process millions of customer interactions a month across multiple channels and tools. This represents valuable data that could be used to fuel impactful decisions that drive powerful outcomes. Frost & Sullivan reports show that only about half of enterprise-level contact centers have completely integrated their data across channels. An even lower percentage of those are able to generate or utilize meaningful insights to drive real-time conversations.

The key questions we will be discussing are:

How are companies in your industry leveraging conversational intelligence from customer interactions?

What are the best ways to validate the quality and volume of data housed in customer interactions?

How can publicly-sourced data be mined to provide supplemental customer sentiment insights?

How can conversational intelligence play a critical role in the continual improvement of customer and agent experiences?

How can contact centers assess their maturity, C-level support and readiness for a conversational intelligence solution set?

Join us for an interactive Virtual Think Tank discussion with industry thought leaders, led by Frost & Sullivan’s Michael DeSalles, CX Principal Analyst who will moderate and brainstorm a discussion on how conversational intelligence can deliver a true picture of customer sentiment and positive influence on customer journeys.

Participants

Rob Gofourth
Rob Gofourth
VP, Business
Process Services
Centene Corporation
Centene Corporation
Sandeep Pulavarty

Sandeep Pulavarty
Chief Information Officer
Paper Transport

Paper Transport
Deana Perrin

Deana Perrin
Senior Director
Customer Experience
Blue Shield of California

Blueshield of California
Cory Declusin

Cory Declusin
Director,
CXM Best Practices Group
Sprinklr

Sprinklr
Kiana Phi

Kiana Phi
Director – Consumer Services
adidas

adidas
Jason Mercer-Pottinger
Jason Mercer-Pottinger
RTS Operations Director
US Region
Baxter Healthcare
Baxter
Brian Saylor

Brian Saylor
Senior Vice President,
Director of Client Service and
Sales Contact Center
Sandy Spring Bank

Sandy Spring Bank
Andrea Rivera

Andrea Rivera
Construction Customer
Care Director
Toll Brothers

Toll Brothers
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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 Quotable 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 Quotable. 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 Quotable.

Will I get a Copy of this Quotable when Published?

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

Who can I Speak About Additional Questions?

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

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In collaboration with Sprinklr