Frost & Sullivan

— Virtual Think Tank —

Solving the CX Puzzle

Talent, Technology, and Operational Expertise

Michael DeSalles

Moderator: 
Michael DeSalles
Principal Analyst
Frost & Sullivan

Thursday, September 21, 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!

In today’s fast-paced digital era, businesses must navigate various technology, economic and changing demographic challenges to become customer-centric. Organizational resistance to change, digital lag, cost factors, and multi-vendor management pose significant hurdles.

Join industry thought leaders in an interactive discussion as we identify routes to steer through this unstable economic environment for an optimal digital transformation. Discuss how the integration of AI and human agents can deliver consistent and enhanced customer experiences.

The key questions we will be discussing are:

If there is a recession, how do organizations determine the right mix of self-service and live agents?

How can organizations optimize budgets and afford state-of-the-art AI technology?

With multiple CX vendors in the market, what factors make for a successful partnership?

How can CX organizations unlock the secret to consistent, branded experiences - no matter the communication channel?

Discuss the most innovative ways to deploy and integrate the right digital technologies to control the CX journey?

During this Virtual Think Tank, Frost & Sullivan’s leading CX Analyst, Michael DeSalles, will moderate a discussion on the smartest ways to bring together the best agents, industry-leading AI technology, and operational expertise for a complete, end-to-end customer engagement solution.

Participants

Neville-Clemens

Neville Clemens
Associate Director, Customer Happiness
Wayfair

Zendesk
Jeetu Narayan

Jeetu Narayan
VP, Products and Customer Operations
[24]7.ai

Zendesk
Ryan Holt

Ryan Holt
Director, Customer Care Product Resolution
Floor & Decor

Zendesk
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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 vBook. 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 article.

Will I get a Copy of this article when Published?

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

Who Can I Speak to About Additional Questions?

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

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