Name: The Member Experience Transformation Playbook
Start: 2024-04-30T18:39:00Z
End: 2024-04-30T18:39:59.000Z
Location: BrightTALK
Rating: 0

At TTEC Digital, we believe the conversation — where a customer directly engages with your brand — is the most critical moment in the customer journey. In that moment, the experience can deepen a customer relationship, or damage it forever.  That’s why TTEC Digital is singularly obsessed with optimizing customer experience (CX) at the point of conversation. These conversations, and the contact center technologies that support them, are inseparable. We've built content to help viewers apply powerful technology and proven CX strategy together. 

Since generative AI burst onto the scene in 2022, AI chatbots or virtual agents have dominated the headlines — becoming a top investment priority for businesses across the customer experience landscape. While AI chatbots represent one key element of a modern member experience strategy for credit unions, they’re just the beginning when it comes to creating a truly differentiated end-to-end experience with AI. 

In this webinar, our member experience experts explore: 

• How AI can improve member experiences, streamline agent workflows, and activate new revenue opportunities when the conversation moves beyond the chatbot. 
• Opportunities for AI across the member journey — from self service, to escalation, to live agent/member interactions. 
• A roadmap for AI implementation — including which AI initiatives to prioritize first and how to evolve your AI strategy over time.

AI beyond the bot: How to introduce AI across your agent and member experiences

AWS re:Invent 2024 was packed with groundbreaking advancements — and now, TTEC Digital is here to decode it all for the world of customer experience (CX)! Join us for a dynamic, conversational panel discussion where our AWS experts and industry thought leaders unpack the biggest takeaways, highlight key CX innovations, and explore the tools that will redefine your customer interactions.

AWS re:Invent for CX Leaders: Insights & Innovation with TTEC Digital

While digital channels dominate the CX landscape, over 50% of customer interactions — and for some companies, up to 80% — still occur over the phone. Despite their reputation as clunky and frustrating, interactive voice response (IVR) systems remain essential. When optimized, they can deliver significant CX improvements and efficiencies.

In this roundtable discussion with TTEC Digital’s IVR experts, we explore why IVRs are still relevant and how innovations in AI and automation are transforming this technology. Discover practical strategies to make IVR a competitive advantage, not a customer pain point.

Discussion highlights:
• Why phone interactions still dominate: The persistence of voice channels and their critical role in customer satisfaction.
• The evolving role of IVR: How advancements in AI and automation are reshaping IVR systems — for better and worse.
• Cutting-edge technologies in IVR: The latest trends in AI, natural language understanding (NLU), and intelligent routing to enhance the customer journey.
• ROI and financial impact: The cost of modernization versus the benefits, including efficiency gains and CX improvements.
• Expert strategies for success: Proven approaches from industry leaders to transform IVR systems into valuable CX tools.

From dismissed to disruptive: How IVR will shape the future of CX

In today’s dynamic healthcare environment, patients have options. And they aren’t afraid to use them. In fact, a recent Harris Poll found 69% of patients would be willing to switch providers for better services. 

For healthcare organizations, that means optimizing operational efficiency while delivering exceptional patient experiences is crucial for success. Watch the webinar to see how Microsoft Dynamics 365 Contact Center and AI-infused Microsoft Copilot can elevate your healthcare practice.

3 key takeaways from this webinar:

1. How to enhance your organization’s operational efficiency through a streamlined patient experience— Learn how the Copilot-first Microsoft Dynamics 365 Contact Center can streamline processes and improve service delivery across all patient touchpoints.

2. How to implement AI-enabled patient care— Understand how AI-powered tools can manage routine inquiries, enhance self-service options, and provide actionable insights to better anticipate and meet patient needs.

3. How to create healthcare teams that are equipped for success— Dive into the resources and strategies required to support your staff effectively, boost productivity, and build a loyal patient base.

See how your healthcare organization can achieve real results like:

• 45% increase in call deflection 
• 45% decrease in call center attrition
• 31% increase in First Call Resolution (FCR)
• 12% decrease in Average Call Handling Time (AHT)
• 13% decrease in agents requiring assistance

Elevate your patient experience with Microsoft D365 Contact Center

Retailers today are under tremendous pressure to build customer experiences that align with their brand and meet customer expectations – especially during peak shopping seasons. If you aren’t offering a personalized, data-driven customer experience, you’re already falling behind.   

AI can make it easy to create meaningful, personalized interactions with your customers – if you know how to use it. In this webinar, experts from TTEC Digital and Microsoft will share actionable insights and real-world examples of how leading retailers are using a data-first approach to enhance customer satisfaction and loyalty.  

In this webinar, you’ll learn: 

-How to personalize and modernize the customer experience with AI

-The advantages of a data-driven approach to manage customer requests, particularly during peak seasons and during ebb and flow cycles  

-How a customer data platform (CDP) can become a foundation of the AI approach and what steps should be considered during implementation

-One common misconception about loyalty and customers to avoid

Ret__l: Helping you put the AI in retail

Get an inside look at the newly launched Microsoft Dynamics 365 Contact Center in this webinar, where you will:

- Gain perspective on how the Copilot-first Microsoft Dynamics 365 Contact Center can maximize efficiencies and reimagine service across every engagement channel.
- Understand the breadth and depth of truly being AI-ready in your contact center and how these new tools can handle routine inquiries, enhance self-service options, and provide insightful data to anticipate customer needs.
- Dive into what you would need to have, and what you don’t, to empower agents and drive revenue while building a loyal and engaged customer base.

Elevate Your Customer Experience with Microsoft Dynamics 365 Contact Center

Across industries, customers are encountering new and powerful ways to engage with businesses. And with each positive experience, their expectations evolve for all future interactions.

This “last best experience” phenomenon has big ramifications for every business. Failure to meet these rising expectations can be disastrous for brand reputation, customer retention, and market competitiveness.

Today, the leading customer experiences in financial services are defined by channel-rich, AI-enabled customer experience hubs. These hubs include omnichannel capabilities, automation, self-service tools, data-driven analytics, and more. While the vision for CX is clear, achieving this end state can feel far more complicated. 

At TTEC Digital, we’ve guided hundreds of financial services organizations through four key levels of contact center maturity on their way to achieving their CX and business goals. Watch this webinar on demand to learn our tried-and-true approach to advancing CX maturity. 

Topics we’ll address in this session: 

• Compliance and basic telephony 
• Integrations and channel expansion 
• Self-service, automation, content management, and data-driven decision-making
• Business transformation with AI

TTEC Digital is an Advanced AWS Consulting Partner specializing in delivering the power of Amazon Web Services (AWS) to enterprise contact centers to transform the customer experience. Our expertise is focused on voice, AI and natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization with a relentless pursuit of customer success.

How to level up your contact center maturity in financial services

The modern customer experience is complicated. In most industries, it takes place across multiple channels and conversations over time. This complexity makes it increasingly difficult to answer key questions, like: 

• Is my customer experience working as it should? 
• Could my customer experience be more efficient? 
• Are there opportunities to reduce friction? 

The frustrating truth is that the answers to these questions are often right there in front of you. Every single customer interaction creates a data point in the larger trends taking place across your organization’s daily customer interactions. 

In this learning session, hosted by TTEC Digital’s resident analytics expert Marcy Riordan, you'll learn how to turn conversation data into critical insights that can power the exceptional experiences your customers are asking for.

Conversation Intelligence 101

In the collections industry, margins can be tight. That’s why it’s no surprise reducing costs and increasing recovery rates are often at the top of the priority list year in and year out.  

Your contact center platform sits at the center of both these issues. Disjointed integration between collections platforms, contact center platforms, and other key functionality represents one of the leading causes of operational inefficiency. Meanwhile, outdated outbound tactics that fail to consider customer preferences for digital channels can further damage your agency’s performance.  

We’ve put together an expert team of panelists from TTEC Digital, Genesys and Latitude to explore a proven approach to balancing cost and performance that’s as easy as 1-2-3:  

• Selecting the right channel capabilities at the lowest per-minute usage rate 
• Consolidating disparate solutions into a single cost-efficient contact center platform  
• Integrating AI-enabled tools to drive performance without increasing overhead 

Ready to get out of the strategy and dive into the TCO math? 

As a part of this session, you’ll also explore how each of these factors can help drive total cost of ownership by walking through a series of helpful TCO exercises.

Collections leaders — your current contact center platform is losing you money

According to a recent Gartner consumer trends survey, a clear majority (70% of respondents) now prefer self-service channels like chat over voice channels. 

Yet, in reality, many chat experiences routinely fall short of customer expectations. They’re limited. They’re incomplete. And, in many cases, they eventually funnel you to voice channels anyway. 

In the latest episode of our Unlocking Vertex AI podcast series, TTEC Digital’s Director of AI Solutions Aaron Schroeder joins Executive Director of Voice and AI Bot Professional Services Mark Eichten, as they dive into the world of personalized chat experiences. In a wide-ranging conversation, Mark and Aaron cover the essentials for crafting tailored chat interactions that serve customers an end-to-end elevated experience. 

The discussion covers: 

• The impact of personalization on customer satisfaction and loyalty 
• How Vertex AI can help drive understanding of customer intent and preferences
• Where to deploy AI chatbots that deliver dynamic, relevant conversations 
• Real-world examples of successful chatbot deployments 

Whether you’re just starting your AI journey or looking to enhance existing chat strategies, this episode will provide the guidance you need to take the next step with Vertex AI.

Unlocking Vertex AI: Personalizing the customer chat experience

AI helps customer service teams become more streamlined, accurate, and effective by providing agents with the tools they need, when they need them. This, in turn, empowers businesses to turn their knowledge curation into a strategic advantage.

In this edition of our "Unlocking Vertex AI" series, TTEC Digital’s Director of AI Solutions Aaron Schroeder will join TTEC Digital's Google Cloud Channel Director Whitney Kirchner to discuss automating knowledge curation with AI.

This discussion will cover:

• AI-driven content efficiency—Discover how AI can streamline content creation, enhancing accuracy and reliability.
• Automating knowledge curation—Witness the power of AI in automating knowledge curation, leveraging large language models to manage knowledge bases and curate data.
• Governance and analysis—Learn about the importance of data management, governance, and data analysis in ensuring consistency, taxonomy, and structure within knowledge bases and content.

Don’t miss this informative and engaging discussion that will empower you to harness the full potential of Vertex AI in your organization. Watch now.

Unlocking Vertex AI: Making Generative AI Work on Day One

In “Empowering Knowledge Workers with Vertex AI,” TTEC’s Chief Technology Architect, Shawn Lewis, will join TTEC Digital’s Executive Vice President, Caleb Johnson, to discuss how your organization can harness Vertex AI to build effective employee assistants that can: 

• Provide information to personalize customer experiences
• Summarize and contextualize content
• Answer questions and generate responses
• Empower knowledge workers by streamlining access to critical information

We’ll also discuss how TTEC has implemented this technology internally to provide best-in-class experiences to our own customers and employees.

Unlocking Vertex AI: Empowering Knowledge Workers with Vertex AI

In today's digital landscape, customers expect personalized, relevant, convenient experiences. They also expect to have channel options. The challenge for businesses becomes delivering these experiences while balancing cost.

Fortunately, AI is up to the task. Paired with the right CX strategy, AI can automate tasks, improve accuracy, and provide a seamless customer experience.

Download the first webinar in our 2024 Unlocking Vertex AI series, featuring speakers Caleb Johnson (TTEC Digital), Jihee Lim (Google Cloud), and Ricardo Caruana (Google Cloud). In this on-demand webinar, these AI and Google Cloud experts discuss how businesses can use Vertex AI to reimagine their customer experience. The discussion covers a range of topics, including how to:

• Modernize customer service
• Boost agent and employee productivity
• Reduce friction across the entire customer journey
• Automate document processing
• Improve CSAT scores with personalization, while reducing costs

Our experts all discuss real-world examples of how businesses are using Vertex AI to improve their customer experience.

Unlocking Vertex AI: Reimagine Customer Experience with Google Cloud

In today’s fast-paced digital world, contact centers face a multitude of challenges in delivering exceptional customer experiences. These challenges include the need to modernize operations driven by increasing call volumes, expanding customer engagement channels, costly agent turnover, strained agent productivity, higher customer expectations, and growing consumer demands for personalization.

In this webinar, Google Cloud experts from TTEC Digital discuss how Google Cloud's AI-first solution, Contact Center AI (CCAI), enables contact centers of all sizes to transform their operations and deliver value quickly and efficiently.

The session provides insight into how CCAI can help contact centers overcome challenges with its advanced AI capabilities, including how to:

• Enhance customer experiences with personalized and efficient interactions
• Improve agent productivity and reduce costs through automation and self-service options
• Optimize operations and gain actionable insights through advanced analytics and reporting

Unlocking Vertex AI: Revolutionizing Customer Services Operations

Public sector organizations hold a treasure trove of behavioral, interactional, and operational data. Yet, this data is often generated in disconnected systems and stored in siloes, making it difficult to normalize and fully embrace it.

In this session our experts will showcase practical ways of tapping into disparate data and turning it into valuable business intelligence that can help you drive more informed decision making, boost operational efficiency, reduce costs, and elevate citizen experiences.

Connecting the dots: How can you best use the data you already have?

There are big things in store for the housing market this year. In this webinar, our team of experts covers emerging resident experience challenges for UK housing associations, as well as a powerful Microsoft Digital Contact Centre Platform strategy organizations can use to overcome them.
The webinar covers use cases like:

-Reducing cost to serve with digital deflection and channel shift
-Supercharging agent assist with Microsoft Copilot
-Support changing demographics with multilingual support

Revolutionising housing associations

How to Upload a Document Directly to Your PVA Chatbot

Destination AI: How Emerging AI Tools Can Improve Your Customer Experience

Genesys Webinars

Credit unions have long relied on higher member satisfaction as a recipe for success. But as consumer expectations shift more and more towards digital banking, credit union members want the same personalized, seamless experiences they encounter across all other areas of their lives – and credit unions will need to make these effortless Member Experiences (MX) happen in order to drive member satisfaction.
Watch The Member Experience Transformation Playbook, a webinar on how credit unions can build – and keep – a competitive advantage through strategic innovation. We share a proven formula for maximizing technology transformation to deliver a hyper-personalized member experience, and Atif Munir and Nicole LaCamp of PenFed Credit Union share how they are deploying this formula in their own contact center.

The Member Experience Transformation Playbook

Credit Union

member experience

Customer Experience

technology transformation

Contact Center

Cloud computing has exploded over the past few years, delivering a previously unimagined level of workplace mobility and flexibility. The cloud computing community on BrightTALK is made up of thousands of engaged professionals learning from the latest cloud computing research and resources. Join the community to expand your cloud computing knowledge and have your questions answered in live sessions with industry experts and vendor representatives.

Cloud Computing

Join thousands of engaged IT professionals in the application management community on BrightTALK. Interact with your peers in relevant webinars and videos on the latest trends and best practices for application lifecycle management, application performance management and application development.

Application Management

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Customer Success

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

The Member Experience Transformation Playbook

Presented by

About this talk

More from this channel