The Virtual Summit

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MultiChannel Connected Customer March2018

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Strategy Session: Taking the Next Step Beyond the Contact Center - Engaging Your Customers in Ongoing Dialogues

Monday Mar 26, 12:00 PM – 1:00 PM EDT — LISTEN TO RECORDING

Special Session for VP Level and Above

To evolve beyond the day-to-day concerns of contact center operation and prepare for the challenges of the coming decade will require a visionary approach at the highest levels of leadership. Join your peers for an exclusive, forward-thinking discussion on how to prepare your organization for a digital and AI transformation.  Position your business to remain ahead of the curve to the 2020's and beyond.

Disruptive forces are constantly at work. We see companies once at the top of their fields suddenly struggling to hold onto customers and retain market share. Organizations must be aware of the changes ahead, anticipate how they will impact their specific business, and learn how to use this knowledge to develop a realistic, long-range plan to more effectively communicate with an ever-changing customer base.

Donna Fluss, President, DMG Consulting LLC, will guide a select group of industry executives, VP level and above, on a tour of how to develop a roadmap for strategies to meet tomorrow’s needs.

Join us as we identify and analyze the main trends that have already begun:

  • Changing consumer behavior
  • Evolving labor market
  • New patterns of personal consumption
  • The on-demand economy
  • Technology advances


Donna Fluss, founder and President of DMG Consulting LLC

Donna Fluss 2018 Donna Fluss, founder and President of DMG Consulting LLC
Leading global contact center, analytics and back-office industry analyst and consultant with a focus on technology and operations. 30+ years of hand-on experience helping organizations build world-class call centers and assisting vendors to deliver differentiated solutions. Compelling speaker and visionary who is frequently quoted in leading industry and business publications. Publishes extensively and author of the book, "The Real-Time Contact Center."