Rochester, NY CXPA Network

Event Description: Journey Mapping: Frictionless Customer Experience presented by Steve O’Brien, Director of Contact Center Solutions at Wilmac. This is the third and final presentation in our series on Journey Mapping. In this presentation Steve takes us into the future to discuss what customer interactions look like without humans. Is your business ready?

Journey Mapping 3 Part Series:

1. Jim Tincher: Using Journey Mapping to Drive Customer-Focused Change (Sept. 2022) – video passcode: hCQ.L7%T
2. Michele Gennarino: Journey Mapping – Practical Knowledge to Get Started (March 2023) – video passcode: $36Nby4X
3. Steve O’Brien: Journey Mapping – Frictionless Customer Experience (April 2023)

About the Speaker: Steve O’Brien has been in the workforce optimization and call center technology space for the last eight (8) years. In that time, he has gained a deep understanding of the problems and challenges faced by contact centers, but more importantly, automated, and enhanced software solutions to solve for those problems. The technology in contact centers changes and evolves at the speed of light, and Steve strives to convey the “art of possibility” when presenting solutions. This includes understanding a customer’s current needs, beyond that, taking industry trends and new tech on the horizon into consideration when designing solutions. Steve lives in Charlotte, NC (by way of Rochester, NY) with his wife and two (2) daughters.

On-demand Video (copy the passcode below before clicking the link): 

https://us02web.zoom.us/rec/share/q-3xF1QV2KHb_PYs48FKkTi37V9O-ZUbaSCHT_dLhQy5dO1BzSNzNO3GJu0ln3xo.srdC4kct2aQq9fR8?startTime=1682523017000

Video Passcode: M?ni7?Ja

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