Improve customer satisfaction or cut costs? Who says you have to choose?

Future-facing companies have begun to dramatically rethink the contact center. They see it as a source of value generation for business and customers alike, thanks to ever-improving data analytics and AI that help agents engage with customers more proactively and personally. We’ll share a case study of how a consumer packaged goods behemoth embarked on a digital transformation march to evolve their customer experience, their employee experience and deliver for shareholders. We’ll share details on the steps they took, the technology implemented, the business decisions made, as well as lessons learned along the way.