Webinar On-demand

5 AI-Fueled Digital Experiences That Will Underpin The Future Of Customer Service

Watch this on-demand recording for the latest Forrester research and tips for getting started with AI today!

The pandemic affected all industries and all customers in unique ways, yet companies today are all facing similar challenges. Customers are increasingly turning to digital channels, and interactions are rising across all channels. Agent-assisted exchanges now require more empathy from agents who are working from home.

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Watch this webinar with Keith Berg, General Manager for Contact Center Productivity from Upland and guest speaker Kate Leggett, VP and Principal Analyst from Forrester as they discuss how customer service organizations must transform to be successful in meeting the evolving consumer expectations.

You’ll gain insights into five AI-fueled digital experiences that will underpin the future of customer service, including…

  1. How self-service is powering frictionless service
  2. Digital technologies that are empowering customers to engage on their terms
  3. Using automation to offload routine tasks from agents
  4. Why knowledge management is making customer service more effective
  5. Customer-centric metrics that are driving customer retention and loyalty

Learn more about leveraging the power of AI to deliver exceptional customer experiences today!

About the Speakers

Kate Leggett Portrait

Kate Leggett, VP, Principal Analyst, Forrester

Kate is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices, having been featured in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

Keith Berg

Keith Berg, General Manager, Contact Center Productivity, Upland Software

Keith spearheads business operations for the contact center productivity suite at Upland Software, bringing together InGenius computer-telephony integration and RightAnswers knowledge management products. Keith has worked with contact center leaders for over 15 years, helping them to ignite agent efficiency, reduce case handling time, and improve customer satisfaction using technology.


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