Digital First! The Omni-channel Comms landscape for CX

Brave companies are closing voice comms channels. What is the place of Voice in a Digital First landscape today for CX and contact centres?

What's it all about?

Paul Jarman, CEO of NICE inContact, speaks about the need for all organisations to transform their customer experience.

Is Voice a relevant channel in a digital-first landscape, or should businesses be planning to retire the Voice channel in the near future? 

When there are over 30 digital channels for customers to interact with companies, how is it that Voice and 0800 calls retain relevance as a first-choice for customers to interact with a company?

The case for enabling digital interaction is intensely strong right now. Digital enables businesses to maintain

an always-on, always-there approach that's visible and accessible for customers in all sectors, private and public. But many consumers and B2B users continue to select Voice. 

Companies are enabling their digital service and sales teams as fast as they possibly can. Some brave companies have even retired the Voice c hannel in favour of a 100% digital-first approach. Hold it! Not so fast, many customers are still insis

ting on speaking with a person. What's the value proposition of Voice that a wholly digital channel set cannot provide?

Hear from Cameron Adams, Director, Solution Consulting and Architecture, NICE ANZ, and Giles Potter, Owner-Director of Great Outcomes Ltd in our online webinar exploring the future of Customer Experience and Contact Centres.

Join the webinar to learn how to build and grow digital interaction capability, migrating customers from Voice where suitable, without losing intimacy, customer satisfaction, loyalty, and brand value.

[ONLINE WEBINAR - you must register to attend. See Register icon top right hand corner of screen.]

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Wednesday 29 Jul
3:00pm - 4:00pm

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Giles Potter


Giles Potter is the Owner-Director of Great Outcomes, a specialist in cloud contact centres and business communications. Great Outcomes can find you the most effective cloud platform for your business. We'll bring you effective solutions with functionality, security, reliability and lower costs.
Great Outcomes is a global partner of leading vendors and works only with those rated highly by analysts such as Gartner, Forrester, and Frost and Sullivan.
Auckland | Melbourne

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Cameron Adams

Director, Solution Consulting and Architecture

Cameron Adams leads the Australia/New Zealand solution consulting team at NICE. Cameron and his team design technology solutions for business challenges, based on the NICE portfolio of products and services.
With more than 15 years of experience in contact centre operations, project delivery and technology as both a customer and a vendor, Cameron combines technical depth with a value-oriented and strategic perspective.
Cameron has helped multiple organisations transform their operations by leading demonstrating how the right contact centre operations can improve performance, automate quality, and drive continuous improvement. He has successfully demonstrated the value of speech and text analytics solutions at banks and insurance organisations, meeting their stringent quality requirements and delivering massive measurable value.
Prior to joining NICE, Cameron spent seven years at Optus in internal project delivery, training and contact centre operations.

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This event uses an external ticketing provider. You will be redirected to their ticketing system once you click to book.

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