As the digital-first economy continues to evolve, data-driven experiences have become table stakes for businesses and public sector organizations to better serve their customers and citizens. Despite the shift to digital as the de facto mode of customer engagement, contact centers retain a key role in omni-channel strategies, and serve as the nexus where customer experience and employee experience meet. Since the performance of the technology that underpins digital channels and contact centers has a direct effect on both customer satisfaction and employee experience, organizations must take active steps to ensure a quality digital experience for their customers and their employees.

Join us as experts from 451 Research & Riverbed explore the dependence between digital transformation investments and technology performance on customer and employee experience.

In this session, we will cover:

• Trends in customer experience investments
• Financial returns of various digital transformation strategies
• The complexity of providing contextual experiences along the customer journey
• The intersection of customer experience and employee experience