Delivering seamless customer experiences from here, there, and everywhere
 

Tuesday, March 1, 2022 | 1:00 pm AEST

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

The pandemic has drastically changed customer expectations – challenging businesses to balance flexible work arrangements for employees while maintaining consistently high levels of customer service.

Emerging trends such as agent autonomy, hybrid contact centres, and omnichannel service offerings have further complicated the numerous ways businesses connect with customers.

This has driven industry leaders to be more accessible, ensuring both employees and customers can connect with an organisation from anywhere around the world and across every channel.

Furthermore, businesses are shifting focus from customer service to customer experience – ditching legacy software and systems for more agile, intelligent, and customer-centric platforms that support accessibility and convenience.
 
What will be answered in this webinar?
  • Hear first-hand how Nine ensured service continuity during a period of massive disruption and change – improving customer experience and team performance
  • Learn about the benefits of hybrid workforces for agent empowerment and customer appreciation
  • Simplify, automate, and personalise the way you connect with customers to deliver seamless customers experiences
  • Gain insights from industry experts who understand how customer experiences are changing and have helped businesses like yours succeed in a fast-paced digital market.
  • Understand the latest trends and challenges that are reshaping the future of contact centres
Meet our speakers

Anthony Brown, Director of Solution Consulting, NICE

Anthony is a passionate and creative Customer Experience Specialist with over 20 years’ experience in delivering contact centre projects and leading complex solutions sales. His comprehensive knowledge of emerging technologies such as big data, real-time analytics, and mobile solutions all help his mission of transforming customer experience in the digital global economy. His commitment to digitally transforming customers and developing ‘connected’ experiences for their customers has led to Anthony regular presenting at Industry Events and workshops.
 

Rich Rose, Director of Customer Service, Nine

With over 20 years in customer experience and digital leadership, Rich has proven success in designing, building, and running operations of 30 to 1,300 people. He also has a history of deploying customer experience with digital and production transformations, which increase sales, customer advocacy, and retention levels. Rich’s passion for customer experience keeps him abreast of the latest technologies and solutions that make life easier for customer-service teams and customers alike.

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