Digital Leadership Roundtable: If data is the new oil, then conversational data is the new gold!

Tuesday, November 16, 2021 3:00pm to 3:55pm


Customer service people talk to customers and this provides the greatest human interaction compared to any other part of the organization. Capturing and analyzing those conversations can provide a wealth of previously untapped information known as Conversational Data. Enterprises can harness intelligence from this high volume of rich data by applying Natural Language Understanding and powerful analytical algorithms. This creates a powerful understanding, in real-time, of how their customer perceives and react to their brand, products and services. In a highly competitive world, this digital leadership will be a differentiator of how to engage customers better.

If you are interested in attending this Digital Leadership Roundtable, please contact [email protected] today.


3:00 – 3:05 | TM Forum Welcome

Tony Poulos, Senior Associate, TM Forum

3:05 – 3:15 | Accelerating digital transformation with data to drive customer centricity
rounded_bullet_red.png  Customer service function is changing from solving customer problems to providing great experiences
rounded_bullet_red.png  Data suggests that agent experience (training/empowerment/effectiveness) has a direct co-relation to ensuring customer success
rounded_bullet_red.png  The pandemic has shifted the agent workforce model forever, but how?
rounded_bullet_red.png  Pressures to reduce costs are driving digital initiatives for customer self-service.

Anand Santhanam, Vice President, Strategy, Infosys

3:15 – 3:25 | Case study: From customer delight to customer obsession

Norm DePeau, Vice President Customer services, CISCO

3:25 – 3:55 | Panel – Leveraging the macro shifts in the customer service landscape
rounded_bullet_red.png  What are the changes in agent workforce models – challenges or opportunities?
rounded_bullet_red.png  Experienced customers having high expectations – how is that managed?
rounded_bullet_red.png  What are the advanced, enterprise-grade technologies in this area?
rounded_bullet_red.png  Pressure on customer service leaders to modernize and reduce cost of operations – how can this be achieved?
rounded_bullet_red.png  How do you achieve better engagement value, better process value and better business value?

Tiberiu Füstös, Head of IT and Process Architecture, Business Customers (B2B) divisionSwisscom
Norm DePeau, Vice President Customer services, CISCO
Anand Santhanam, Vice President, StrategyInfosys
Moderator: Tony Poulos, Senior Associate, TM Forum

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