Frost & Sullivan

— Virtual Think Tank —

Beyond the Call:

Fusing Voice and Digital for
Unforgettable Customer Experiences

Michael DeSalles

Moderator: 
Michael DeSalles
CX Principal Analyst
Frost & Sullivan

Tuesday, November 14, 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!

The voice channel continues to dominate customer service requests for complex issue resolution, despite the popularity of digital channels. The many benefits of properly combining self-service options with live agent interactions are now being realized across business verticals. The net result is the creation of a competitive and market-leading customer experience. The question is this: What is the right mix?

The key questions we will be discussing are:

What are the strategies and benefits of tracking customers’ channel preferences?

What is the future of voice in 2-3 years?

How does one evaluate the organizational effectiveness of a contact center?

What are the challenges and complexities in implementing a ‘single pane of glass’ view of the customers’ interactions?

How can insights from voice and digital channels drive customer loyalty?

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 the evolution and future of consumer channel preferences and hear how these preferences are being utilized to boost brand loyalty, drive revenues and improve overall customer satisfaction.

Participants

Cippy Seidler

Cippy Seidler
Director, Call Centers
Banner Health

Banner Health
Neil Sturrock

Neil Sturrock
Global Customer
Support Director
Wave Mobile Money

Wave Mobile Money
Thomas Rocharz

Thomas Rocharz
Director of Contact Centers
Cape Air

Cape Air
Jessica Saperstein

Jessica Saperstein
Chief Customer Experience Officer
Voya Financial

Voya Financial
Antoinette Staples Branch

Antoinette Staples Branch
Sr. Director,
Customer Insights & Success
McKesson

McKesson
Kenneth Madrigal

Kenneth Madrigal
Senior Director,
CXM Best Practices Group
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 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