The need for social distancing, remote working and learning during Covid-19 have accelerated the need for omnichannel experiences that capitalize on new digital channels and technologies. Additionally, the need to rapidly troubleshoot problems, support calls into call centers and provision and change services has grown exponentially in the past year.
We will examine these components of customer experience and the ways in which it can drive growth for communications service providers (CSPs) during our Oracle Cloud CX Virtual Summit on February 11, 2021.
The event will feature 20-minute sessions with speakers from Swisscom, Accenture, TM Forum, and Oracle across three key topic areas:
• Communications at a Crossroads: how to stem revenue or market share declines through deeper customer relationships—Jason Rutherford, senior vice president and general manager, Oracle Communications, Applications;
• The Business of Experience – Deliver Holistic, Purposeful Experiences: how to transform toward data-driven self-care, experiences and agile operations for customers, partners, and employees—Andrea Cesarini, managing director, Oracle Intelligent Platform Services; Alexander Mohri, head of Infrastructure Products and Sales, Swisscom; Jean Lawrence, senior director, product marketing, Oracle Communications, Applications;
• Customer Perspectives and Insights: how communications providers are transforming customer experiences by exploring the next frontier in smart use of data and analytics and new ways of customer engagement—Jonathan Sieck, director of dispatch; Windstream; Mark Newman, chief analyst, TM Forum; and Des Cahill, group vice president, CX product management, Oracle.
In these sessions, you will learn why customer experience is central to how CSPs differentiate in the future. See how evolving perceptions about remote services and society’s growing comfort with digital channels (consumers and businesses) will affect customer expectations for self-service and seamless transitions among preferred digital, mobile, and social channels.
Learn what role open APIs and automation will play in building a holistic approach to integrating OSS/BSS and streamlining fulfillment and provisioning processes so that customer service reps, chatbots and self-service get the data they need, when they need it, and where they need it.
Also find out how the speed and low latency of 5G will change the customer experience and empower call center agents to implement more personalized levels of care across customer profiles, thanks to the AI-driven intelligence that will inform chatbots and omnichannel experiences.
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