Omnichannel Interactions - The Key to Improved Customer Experience
Tuesday Mar 19, 2:00 PM – 3:00 PM EDT — RECORDING
Organizations can't begin to understand the customer journey without connecting interactions from all sources—calls, emails, chats, surveys, and more. Consumers are more connected than ever, and by measuring the omnichannel journey, we can better understand our customers' pain points, contact reasons, and more.In this session, we discuss how incorporating omnichannel interactions into your conversation intelligence strategy will give you more insight into your customer experience.
Presenters:
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Megan Keup, Product Marketing Manager, CallMiner
Megan joined CallMiner in 2022 and works as a Product Marketing Manager, where she works on go-to-market strategy and enablement. Her recent work includes positioning and messaging for CallMiner's Contact Center Intelligence segment.
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Alexis Kitchen, Director of Product Management, CallMiner
Alexis is the Director of Product at CallMiner, bringing a wealth of experience in product management and customer-centric initiatives focused on Analytical AI. With a background as a Product Manager and Business Intelligence Analyst, have demonstrated a strong ability to collaborate with customers, leveraging speech analytics to drive ROI and spearhead improvement initiatives. Drawing on certifications as an Agile Product Owner, Six Sigma Green Belt, and CallMiner BIA, represents the voice of the customer while launching new features that ensure customer satisfaction and drive business growth.
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