Max Ball, Wendy Mikkelson
As digital channels and customer experience technologies continue to advance, the lines between sales, marketing, and customer service are blurring — and now care agents are seeing their roles expanding to both serving and selling, even as marketers increasingly facilitate customer care engagements online.
Join us for a conversation with guest speaker Max Ball, Principal Industry Analyst at Forrester, to discover what’s possible in customer experience. We’ll discuss what customers expect in these challenging times, and the tools and techniques that can help your organization deliver.
Join us as we explore:
Best practices for providing proactive and positive customer service
How you can add preferred digital channels without adding more agents
Tips to deliver a better employee experience and reduce training time for agents
How a unified customer experience (Unified-CXM) platform can help break down internal silos, allowing for better communication and more consistent customer experiences
Principal Industry Analyst
Senior Director of Product Marketing
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