We've already covered weeks one and two of UC Today's Virtual UC Summit 2021. If you haven't had time to join us yet, then you have missed a ton of tailored content by a breadth of industry experts, but you can catch up on that in the two articles I linked above. Having already focused on unified communications (UC) in week one and collaboration in week two, week three ushered in the era of customer experience (CX).
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Katie King[/caption]
Customer experience should mean the same thing for every organization, no matter how big or small. Customer experience should be GOOD. And that was the focus of week three of the virtual UC Summit, which recently wrapped up. There are still several on-demand sessions available for you to view, and registration is free, so check it out.
Katie King, Artificial Intelligence Consultant, presented a keynote worth mentioning, so here it is. 'Harnessing AI Ethically to Create Unique Customer Experiences.' King has spent over 30 years consulting and has advised some of the world’s leading brands and business leaders, as well as schools, colleges, and universities. She is also a member of the UK Government All-Party Parliamentary Group (APPG) task force for AI adoption, making her uniquely qualified to touch on the subject.
King's keynote focused on the abundance of data collected in contact centers and the technological tools available to give organizations much-needed insights. King said that "Customers are no longer willing to settle for a one-size-fits-all experience." She claims that successful, agile organizations turn to Artificial Intelligence (AI) to create more personalized experiences, the kind of experiences that impact the bottom line, including sales and customer loyalty over time.
Natalie Keightley, Senior Director of Solutions Marketing, Avaya, talked about the 'Everything Cloud for the Everything Customer.' She said that customers want everything today, and they have internal as well as external communication needs. They need personalized alerts, proactive notifications, and even want access to third-party applications like WhatsApp, Facebook Messenger, etc. More often than not, they resort to traditional phone calls, all of which, according to Keightley, can be done more efficiently in the Cloud.
"Ultimately, they want a lot, and it is constantly changing. Meeting these needs demands a level of flexibility, scalability, and adaptability only available in the cloud"
Other Keynotes also happened throughout the week by Russell Warman, Head of Infrastructure and Operations, Auto Trader UK, Martin Taylor, Deputy CEO & Co-Founder, Content Guru, and Mehmet Hussein, Technical Design Authority, Voxbone (now Bandwidth).
