Online Event

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Event Date Tue Mar 30 EDT - Wed Mar 31 EDT (7 months ago)
Location Online Event
Region All

The increased customer preference for digital channels, alongside the reduced capacity for service that many businesses experienced during the pandemic, has dramatically accelerated the adoption of self service capabilities.

While this initial surge in adoption was driven by necessity, it is clear that self-service is now here to stay, and its success depends on how successfully it is integrated into a truly omnichannel service model.

Self-service channels empower users with access and control without the need to wait for agent assistance. As a result, organizations will see their cost-to-serve expenses drop.

With that in mind, CXN Live: Customer Self Service 2021 will be focused on:
• Omnichannel integration: integrating self-service into your existing channel framework, and ensuring a consistent tone throughout
• Automated task management: enabling customer to complete frequent, simple tasks by themselves
• Chatbots: leveraging chatbots to handle low value, high volume contacts
• FAQs: linking speech and text analytics to the most common issues facing customers, and prioritizing answers to those on your website
• Apps: utilizing mobile to engage customers in their favored channel
• Service Design: ensuring that your digital services are simple to use and navigate
• Authentication: striking the right balance between ease of use and security

4 Reasons to Attend:
• Hear the best case studies from across the globe
• Access the content on demand and watch in your own time
• Assess the latest technological innovations
• It is 100% free to attend

Who you will meet?

This event has been designed for Heads / Directors / General Managers of:
• Customer Experience
• Marketing
• Digital
• Customer Service
• Service Design
• Design Thinking
• Automation
• Customer Service


2021 Speakers


Mathieu Webster
Tranformation and BI/Analytics Lead, NHS Shared Business Services

Angelina Autran
Lead, Global Customer Experience Change, Caterpillar

Jos De Boes
Former General Manager, Customer Service Support, Toyota Motors Europe

Sylvia Jensen
CMO, Solvemate

Verena Strunk-Wenzl
Global Head of DTC Customer Experience, On

Giulio Soliani
Watson GTM Offering Manager, IBM Cloud and Cognitive

Callan Schebella
SVP and General Manager, Inference

Anne Marie Forsyth
CEO, CCA Global

Gregg Widdowson
Director of Sales Engineering, Nice In Contact

Sponsors & Partners

2021 Sponsors

• Medallia
• Intercom
• Solvemate
• Conversica
• IBM Watson
• Nice in Contact
• Five9