Improve customer experiences by making the working experience better for your agents.
Companies are gradually understanding that customer experience is crucial, and they're investing money accordingly. But do these investments produce results? Join guest speaker Kate Leggett, VP and Principal Analyst at Forrester Research, and Rachel Knaster, Chief Product Officer at ASAPP, to explore what businesses can do to improve the customer experience by making the workplace better for agents.
We will answer some of your burning questions such as:
- Why aren't companies deriving more value from their CX investments?
- How can businesses use technology and artificial intelligence to assist customer service agents?
- What are successful companies doing to make their agents' lives easier, and how is this benefiting customers?
Guest Speaker, Kate Leggett, VP, Principal Analyst, Forrester
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.
Rachel Knaster, Chief Product Officer, ASAPP
Rachel Knaster is the Chief Product Officer at ASAPP where she gets to work with a team of brilliant researchers and engineers, and exceptional customers to bring our vision to life while delivering incredible results. Rachel was previously at IBM Watson where she had an early opportunity to work with some of the world's largest companies on how to leverage emerging AI capabilities. She first developed an interest in technology while majoring in Computer Science at Harvard.