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• Webinar The Three Megatrends For Customer Service In 2021

  Wednesday, February 10, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Kate Leggett

  This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty...

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  Webinar Predictions 2020: Customer Service

  The Year That Automation And AI Reshape Customer Service

  January 21, 2020 | Ian Jacobs, Kate Leggett, Art Schoeller

  Join us to explore the (often unexpected) impacts of AI and automation in 2020 and beyond. From remaking contact center labor models to changes in the way customer service work is done, 2020 will...

• Report Predictions 2020: Customer Service

  Automation Remakes The Contact Center Organization

  October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

  We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....