On-Demand Webinar
The role of humans in the ‘humanless’ contact center
On-Demand Webinar
The role of humans in the ‘humanless’ contact center
Whatever your strategy: voice-first, digital-first, assisted or not, during this session you will learn the keys to understanding self-service journeys.
Duration: 35 Minutes
We all know that in today’s mobile/digital world, self-service rules. Why are some companies able to create spectacularly successful, seamless and consistent experiences – while others just can’t seem to figure it out? More importantly, what is the deal with chatbots, anyway? Are they alive or dead?
Hear from guest speaker Max Ball – longtime industry friend, expert and Forrester Principal Analyst – and Janice Rapp, CX thought leader and 8x8 Contact Center VP, for the lowdown on all things self-service. Whatever your strategy: voice-first, digital-first, assisted or not, during this 35-minute session you will learn:
- Keys to understanding self-service journeys
- Why “throwing AI” at the problem has failed and how to fix it
- How to scope and design chatbots for real results
- Why channel decisions should be made based on where your customers are “living at the moment”
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We all know that in today’s mobile/digital world, self-service rules. Why are some companies able to create spectacularly successful, seamless and consistent experiences – while others just can’t seem to figure it out? More importantly, what is the deal with chatbots, anyway? Are they alive or dead?
Hear from guest speaker Max Ball – longtime industry friend, expert and Forrester Principal Analyst – and Janice Rapp, CX thought leader and 8x8 Contact Center VP, for the lowdown on all things self-service. Whatever your strategy: voice-first, digital-first, assisted or not, during this 35-minute session you will learn:
- Keys to understanding self-service journeys
- Why “throwing AI” at the problem has failed and how to fix it
- How to scope and design chatbots for real results
- Why channel decisions should be made based on where your customers are “living at the moment”
We all know that in today’s mobile/digital world, self-service rules. Why are some companies able to create spectacularly successful, seamless and consistent experiences – while others just can’t seem to figure it out? More importantly, what is the deal with chatbots, anyway? Are they alive or dead?
Hear from guest speaker Max Ball – longtime industry friend, expert and Forrester Principal Analyst – and Janice Rapp, CX thought leader and 8x8 Contact Center VP, for the lowdown on all things self-service. Whatever your strategy: voice-first, digital-first, assisted or not, during this 35-minute session you will learn:
- Keys to understanding self-service journeys
- Why “throwing AI” at the problem has failed and how to fix it
- How to scope and design chatbots for real results
- Why channel decisions should be made based on where your customers are “living at the moment”
We all know that in today’s mobile/digital world, self-service rules. Why are some companies able to create spectacularly successful, seamless and consistent experiences – while others just can’t seem to figure it out? More importantly, what is the deal with chatbots, anyway? Are they alive or dead?
Hear from guest speaker Max Ball – longtime industry friend, expert and Forrester Principal Analyst – and Janice Rapp, CX thought leader and 8x8 Contact Center VP, for the lowdown on all things self-service. Whatever your strategy: voice-first, digital-first, assisted or not, during this 35-minute session you will learn:
- Keys to understanding self-service journeys
- Why “throwing AI” at the problem has failed and how to fix it
- How to scope and design chatbots for real results
- Why channel decisions should be made based on where your customers are “living at the moment”
Max Ball, Principal Analyst, Forrester
Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
Janice Rapp, VP, CCaaS Product Marketing, 8x8
As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.
Max Ball, Principal Analyst, Forrester
Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
Janice Rapp, VP, CCaaS Product Marketing, 8x8
As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.
Max Ball, Principal Analyst, Forrester
Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
Janice Rapp, VP, CCaaS Product Marketing, 8x8
As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.
Max Ball, Principal Analyst, Forrester
Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
Janice Rapp, VP, CCaaS Product Marketing, 8x8
As VP of CCaaS Product Marketing at 8x8, Janice represents the interests of customer experience and contact center leaders, using insights to inform product development, develop go to market initiatives, and support buying decisions. Prior to joining 8x8, Janice led successful product marketing teams at Uptivity, NICE inContact, and Talkdesk.