Delivering Exceptional Customer Experience in an Omni-Channel Environment

Duration: 46 minutes

Presented By:

Maxime Martin

Product Manager at Coveo

Bonnie Chase

Sr. Product Marketing Manager

Coveo

John Ragsdale

Vice President Research, Technology and Social, at TSIA

In today’s digital rush, companies are deploying multiple channels to meet varying customer service needs and preferences. While it may be tempting to evaluate and optimize each channel individually, this can lead to a disjointed customer service experience. The best modern support experiences leverage AI to give customers a personalized and seamless experience across all channels. 

Join Maxime Martin, Associate Product Manager at Coveo, and Bonnie Chase, Sr. Product Marketing Manager at Coveo for this interactive discussion on the evolution of the modern-day support channels and best practices for creating an omni-channel support strategy. 

In this session, you’ll learn about “small-screen” channels such as voice, chatbots, in-product help, and question answering. In addition, you will:

  • Get a glimpse into some innovation in these modern channels
  • Discover how these modern channels are transforming knowledge management
  • Learn some strategies for a successful omnichannel self-service experience