Businesses increasingly see customer engagement (CE) as a competitive differentiator and a catalyst for improving business performance. But too often, there’s a disconnect between what businesses want to do with CE and what they can achieve. This disconnect has become even larger during the pandemic, disrupting many physical channels companies use to engage with customers.
Watch this on-demand webinar lead by Alex Clemente, managing director of Harvard Business Review Analytics Services, as he shares results from a global survey of 2,300 organizations and their preparedness to engage customers, the areas of CE businesses struggle with — and data-driven strategies for improvement.
Alex is joined by Ibrahim Khoury, director of product development and innovation at Alight, and Heather Richards, VP of GTM for digital-first engagement at Verint. Together they discuss how organizations can use technology and automation to create a better customer experience (CX), and explore:
- Challenges businesses face in providing the CE they aspire to
- How the pandemic magnified the need for better CE systems
- Why new technologies can help build a better CE
- How businesses can use AI tools to better analyze CE data
- Why incorporating a human element in CE is crucial
Register to access the on-demand webinar
Presenters
Alex Clemente
Managing Director — Harvard Business Review Analytic Services
Alex is the founding managing director of Harvard Business Review Analytic Services. Experienced 'intrapreneur' with a history of demonstrated success in the publishing industry. Skilled in thought leadership content development and strategy, research methodology and analytics, digital strategy, integrated marketing, customer relationship management and advertising sales.
Heather Richards
VP, GTM Strategy — Verint
Heather has spent her career focused on delivering exceptional customer experiences through intelligent software solutions. As VP GTM Strategy at Verint, she is responsible for driving a global strategy for Verint's Digital First Engagement portfolio.
Ibrahim Khoury
Director Product Development and Innovation — Alight Solutions
ENGAGE WITH US
