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Harness the Power of Data for Your CX

Nicolas De Kouchkovsky  (Founder and Principal, CaCube Consulting)

Michele Carlson  (Director of Product Marketing, NICE)

Joe Smyth  (SVP of R&D, Digital & AI, Genesys)

Matt McGinnis  (VP of Product Marketing, Five9)

Ryan Nichols  (Chief Product Officer of Service Cloud, Salesforce)

Meera Vaidyanathan  (Vice President of Product Management, Twilio)

Location: Sun C

Date: Monday, March 25

Time: 9:00 am - 9:45 am

Pass Type: 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session

Track: Data & Analytics

Vault Recording: TBD

As AI revolutionizes customer service operations, the path to success lies in harnessing the power of data, and over the past year, the industry has recognized that the future of Contact Center as a Service (CCaaS) hinges on becoming data-centric. Contact centers are already sitting on a gold mine of recordings, transcripts, and interaction records. Now technology providers need to transform these troves into data platforms. Enterprises are also on a quest to consolidate customer data into data warehouses and data lakes, and contact center data must fit into this broader enterprise data landscape.

Our expert panel of industry leaders will help you understand what CX data platforms entail. You will gain insights into development strategies, integration with enterprise data frameworks, and what questions to pose to your providers. This session will equip technology and business executives with a checklist of essential questions and considerations to future-proof their reference architecture and make informed technology investments. Join us for an engaging session led by a leading CX industry analyst.

  • Where do the most important customer data stores currently reside, and what does it take to connect them?
  • How should the need to be data-centric drive your larger CX architecture, strategy, and investments?
  • What is the impact of data integration on the effectiveness of AI features and functions deployed with the goal of improving CX?