Keys Discussion Topics:
1. The new face of the customer journey: omnichannel and what’s next
2. A new virtual world with the rise of Bots, AI and conversational AI and remote agents
3. Achieving the next level of agility, business resilience, and employee empowerment through remote contact centers
4. Improving Quality Management on all channels in our now fully-online world
5. Innovative use cases seen during COVID
An unthinkable pandemic shook the world this year and has affected customer experience and the contact center in the most profound ways. In order to come back even stronger, we need to put our heads together and look at the future trends that have been re-shaped by this to be able to thrive in the post COVID world.