June 10, 2020 I 1:00 PM EST
End users are setting the new standards for experience expectations.
Those we serve – the employees, patients, members or consumers – have higher expectations and are increasingly more influential, in the design and performance of every interaction. And with the advent of a new generation that was not just “born on the web” but “born with a mobile device and highly interactive apps”, this dynamic is here to stay.
With the speed of advancements in technology, you must design the experience around – and along – the consumer’s journey so whatever path they choose it is meaningful, intuitive, person-centric, always learning, and – whatever the channel – completely connected. Bottom line is that creating a positive experience has become a requirement, not just a nice to have.
In this webinar we will explore the customer journey from acquisition through servicing and retention, with a focus on how the roles technologies such as artificial intelligence, augmented reality, data unification and machine learning can be applied to improve the customer experience.
Director of Client Solutions Development
Customer Communication Services Conduent
As a Director of Client Solutions for Conduent’s Customer Communication Services group, Bryan provides solutions sales and design support for our industry sales organizations. He has over 25 years of experience providing outbound customer communication services that focus on process optimization, outsourcing, consulting, digital transformation and enabling new capabilities. Bryan supports medium to large scale client engagements varying in scope and complexity across many major vertical markets including Financial Services, P&C Insurance, Public Sector and Healthcare.
Senior Director Offering Portfolio and Innovation at Conduent
Anthony Dirado works with Technology and Customer Experience leaders to help them manage their customer interactions more efficiently and effectively. Anthony has significant experience in consulting, developing, and leading strategic business transformation initiatives as well as delivering innovative large-scale business process servicing solutions to clients.
He has been with Conduent for 22 years and has more than 18 years of experience in the communication and business process services industry. Anthony possesses an expert level of industry experience and knowledge within the Customer Communications Management (CCM) and Customer Experience Management spaces.