Speaker: Keith Dawson, Director of Research, Customer Experience

No matter where you look in an organization, the challenges that sustain the revenue-to-customer processes are exasperated through applications that have not been streamlined by design or through a lack of modernization. While the path toward expected customer experiences might seem simple, they are complicated by less than streamlined applications across marketing, revenue, fulfillment, and contact with customer service. To achieve desired outcomes from your customers, these applications need to be simplified but made more sophisticated using generative AI. A modern generation of revenue and customer experience applications are now available to interconnect and ensure that engagement and insights are available to those that need them. The seamless and satisfying experiences of the future are not possible without establishing digital excellence in business processes that have moved beyond CRM and require communications and collaboration between customers and organizations. Now, with a new generation of customer experience management applications and platforms, the elevated priority to work holistically across departments and channels is a reality. Gain a new blueprint for success to help your organization reach a higher level of excellence in customer experience.