Solution / Technology Demos

Tuesday, May 16 at 11:10-11:25am

Improving customer experience means owning the customer journey. Watch as a customer journey map is created, modified and understood. Link to an inventory of customer communications that create your enterprise’s omnichannel communication portfolio and see first-hand, the power of reaching into the customer journey map to see the touch points and collaborate on improvements. By the end of the session you will understand the connection between your communication projects, analytical information, and stakeholders who make an impact.

Tuesday, May 16 at 1:45-2:00pm

Re-imagine Customer Self-Service Experience

Today’s consumers expect to receive service from your organization on the channel of their choice - voice, email, SMS/text, web, mobile or social media. Companies are beginning to provide service on all of these channels – but too often, those channels may exist in silos. A recent study from Aspect Software found that the top customer service frustration for consumers today is having to repeat themselves multiple times to multiple people via multiple channels - ahead of being transferred and not getting any issue resolution at all. 96% of the consumers surveyed said when contacting customer service about the same issue, they should be able to pick up where they last left off, regardless of channel.

Join us for the Aspect Demo- Reimagine Customer Self-Service Experience, to learn how Aspect can help you deliver a seamless experience to your customers when moving from self-service to live-service, switching between channels, or when switching between proactive outbound communication and inbound service inquiries, ensuring high quality of service and responsiveness.

Tuesday, May 16 at 3:30-3:45pm

Customer Journey Management – From Visualization to Enterprise Action

The next generation of journey mapping goes beyond visualization to enable active journey management. That means we don’t just map the journey. We validate and prioritize findings, and we define and assign actions plans to improve. It also means we don’t just address the end-to-end experience. We use a portfolio of maps to dig into key “micro” journeys at the right level of detail to guide action.

 With more than 17,000 journey maps created across more than 65 countries, the Touchpoint Dashboard platform is built to help organizations reach this next level of journey management from one central command center. Come see how you can efficiently map and actively manage your key customer journeys with Touchpoint Dashboard.