2023 National Summit: Offer What Your Clients Are Looking For, Connection with Customers Via Customer Experience (CX)

A customer is anyone who interacts with a brand, this can even include employees who are representing the brand. Leading with CX and leveraging customer intelligence lets organizations thrive. Every brand-customer interaction influences perception and consumer activity. Organizations need to collect data, analyze, and be ready to interact in the channels customers want, how they want! The technology available – including automation and AI (Artificial Intelligence) can invigorate brands and how they’re perceived.

Ben Edwards, Director, Sales Engineer – West; and Andrew Rustad, Director, Sales Engineer – East led the conversation engaging with Brian Walters, Kustomer, Head of Global Channel; Austin Holverson, NICE, RVP Partner Sales; Ryan McKenzie, Dialpad, AVP Partner Sales – Western US & ANZ; and Aqeel Shahid, Vonage, VP Global Strategic for this high-level Panel.

Reactions to Bad Customer Service

“We compete against legacy technology,” states Brian. “When we look at the whole CX practice for companies, what we help them do is connect the modern CX business to the modern consumer. As consumers, our behavior has changed over the last 15-20 years; companies and the way they round out customer experience needs to shift as well. At a foundational level, you need a clear understanding of your data, and that’s where Kustomer comes in.”

“It’s about how consumers want to interact with brands,” says Aqueel, “a conversational and contextual experience for users, leveraging CRM data, so (the representative) knows who (they) are, whether (they’re) starting the conversation through a chat or the web. (The representative) already has the context of what (the customer is) trying to do, so (they) don’t have to repeat (themselves). That leads to a greater customer experience. This is not just a voice conversation, this is omnichannel.”

“We have AI built into the whole platform,” shares Ryan. “We transcribe everything that’s said in a business conversation, turning that into a data set. Historically that’s been offline, you hang up that phone call or end that video meeting, (and) everything that was said, all the data exchanged, falls into a blackhole. We capture it, give it back, allowing (the customer) to make business decisions and improve the way their customers experience their interactions with them.”

“Right now is a great time to get into the Cloud Contact Center,” concludes Austin, “we say 20% of the market (has migrated to the Cloud). There’s still a large number of customers that haven’t made the adoption. A lot of customers are leveraging so many different solutions to complete a Contact Center, it’s a mess. Customers are overpaying for solutions, (that are) not talking to each other. Where we’re feeling the future of Contact Center will go is Digital Channels, Digital offerings, self-service, and conversational AI.”

Rethink the way you look at Contact Centers, even a small solution can be lucrative. This is as true for Retail and Education as it is for Healthcare and Government and every industry vertical in between. Emails, chat, mobile apps, chatbots, and social channels are all part of the equation now – not as stand-alone elements, but as cohesive parts of the whole, where the conversation never truly ends, and no information is lost. Start learning more about Contact Center as a Service, Customer Experience (CX), and the solutions you can offer your clientele. Watch the session recording today!