Digital Transformation and the Contact Center: How to Succeed

Presented by: Donna Fluss, President, DMG Consulting LLC and Aviad Abiri, VP, Portfolio Marketing & Enablement, NICE

A digital transformation is an enterprise-wide strategic initiative that addresses all aspects of a corporation: its strategy, technology, systems, operations, processes, policies, organization, people and culture. The outcome of a digital transformation is a company that has been redesigned, re-architected, re-tooled, reorganized and re-staffed so that it is positioned to succeed in the digital and artificial intelligence (AI) era. Re-imaging and revamping the contact center and other customer-facing departments is essential for the success of these initiatives. Join Donna Fluss of DMG Consulting to learn about the top four contact center initiatives required to achieve a successful digital transformation:

• Transitioning to an omni-channel contact center
• Breaking down the walls between the front and back office
• Revamping self-service solutions
• Instituting a customer journey culture