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Getting Digital CX Right - How Knowing Your Customer Helps Make Your CX Memorable


Presented By: NICE CXone


Presented by: Annette Miesbach, Senior Product Marketing Manager, NICE CXone and

Jeannie Walters, CEO, Experience Investigators

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About the Webcast

Microsoft research finds that more than half of consumers show very little – if any – hesitation to sever their relationship with a company when CX falls short of their expectations.

Managing a growing number of digital channels that play a role in customer service does not make it easier to provide a great experience. So, what are the customer expectations companies need to fulfill and what’s the best way to go about it?

In this webinar, we will share tips and tricks on how to get digital customer service right by:  

  • Expanding the customer journey to include the 80% of activities that occur before the first interaction with the contact center
  • Providing a seamless experience across channels, including self-service and agent assisted, inbound and outbound, digital and voice
  • Personalizing every touchpoint with access to customer data and interaction history
  • Tracking the customer journey to gain valuable insights that will help you get digital CX right.  

Join industry experts, receive early access to brand-new, exclusive content and bring your questions! Mark the date, we’re looking forward to your joining us.

About the Presenters

Annette Miesbach, Senior Product Marketing Manager, NICE CXone

Annette joined the Product Marketing team at NICE CXone more than five years ago and is currently responsible for product marketing activities for a number of CXone products. Her areas of responsibilities include Omnichannel Routing, MAX – My Agent eXperience, Supervisor and Administration User Interfaces, and all inbound and outbound, voice and digital Interaction Channels.  Before joining NICE inContact, she held various roles in Product Marketing and Management for a premise-based contact center solution.

Jeannie Walters, CEO, Experience Investigators

For more than 20 years, Jeannie Walters, CCXP has had one mission: To Create Fewer Ruined Days for Customers™. She is the CEO and Founder of Experience Investigators, a global customer experience consulting firm helping companies improve loyalty and retention, employee engagement, and overall customer experience. Hundreds of companies have trusted Jeannie to consult, train, and speak, from SMBs to Fortune 500s. She is a TEDx speaker, Linkedln Learning instructor, and has written for Forbes, CustomerThink and The Future of Customer Engagement and Commerce.