ON-DEMAND WEBINAR
Rich Shaw
Vice President Voice & Collaboration, AT&T
Kevin Jestice
Vice President Internal Sales & Service, Nationwide
Vishal Sharma
Chief Technology Officer, SearchUnify
Natalie Dowle
Head of Customer Care – Americas, Financial Times
Nicholas Zeisler
Principle & Founder, Zeisler Consulting
1 in 3 customers will leave a brand after just one bad service experience. Not investing into world class contact center experiences can be fatal. Moreover, switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively. You must refine the contact center to stay a cut above your competition and drive customer loyalty.
In this webinar, our panel of experts discuss, share and present their expertise insights & real-world case studies on how contact center experiences have been redefined for the customer of today. Discover how to augment both agent & customer experiences with the use of innovative technology & tools, training and process streamlining.
Key Takeaways from the webinar:
Vice President Voice & Collaboration,
AT&T
RRich Shaw is the Vice President - Voice & Collaboration, AT&T. Rich is responsible for running the Business Voice & Collaboration Portfolio, which includes solutions for contact centres (consulting, cloud tools); communication APIs (self-service APIs, virtual directories); voice & collaboration consulting (contact center consulting, collaboration consulting).
Vice President, Internal Sales & Service
Nationwide
Kevin is currently the VP, Internal Sales & Service at Nationwide. He is responsible for providing vision, direction, and leadership to the Internal Sales & Services organization within Nationwide Financial. Kevin is also responsible for the performance of associates who deliver the service experience for members, partners, and field associates.
Chief Technology Officer,
SearchUnify
Vishal Sharma is the CTO of SearchUnify. He has more than a decade of experience in developing & deploying enterprise search solutions, optimizing CRM systems, and developing online communities. Having worked with stakeholders ranging from CTOs to VPs of customer success to community managers, he brings a unique perspective on the impact of cognitive search across all verticals of business.
Head of Customer Care – Americas,
Financial Times
Natalie is the Head of Customer Care, The Americas & Next Generation Board Member at Financial Times. An experienced Head Of Customer Care with a demonstrated history of working in the global media industry, Natalie is highly skilled in digital strategy, subscriptions, building influence, team management locally and offshore, and leadership.
Principle & Founder,
Zeisler Consulting
A Customer Experience Executive and Strategist, Nicholas is the Principle & Founder at Zeisler Consulting. A certified Process Improvement professional, Agile Scrum Master, dynamic educator, change management strategist, and in-demand business and leadership coach, Nicholas has enabled organizations large and small, build customer centric models to align corporate and CX strategies.