ISSUE 3
APRIL 2021 Brought to you by
S E P T EMBE R 1 & 2 | 2021 LA S VE G A S CO NVE NTI ON C E N TE R
Welcome to the April 2021 Edition of Digital T! This e-magazine is packed with vital tips, news, and the latest developments for customer experience, IT, and call center professionals. We aim for Digital T to serve as a newsletter to help inform industry leaders the happenings and up-and-coming trends that have been transforming customer contact, customer service, and digital solutions across multiple industries and markets. Digital T is the official-magazine of The Call & Contact Center Expo, taking place September 1st & 2nd 2021 at the Las Vegas Convention Center. Check out this month’s articles and stay ahead of the digital curve!
Issue 3 - April 2021
Monthly Tech Update
What Is Machine Learning? Machine learning is the idea that computers can learn from data, identify patterns, and make decisions without the need for human intervention. In everyday life, this would be something like your Netflix recommendations or your bank’s fraud detection. New computing technologies and algorithms is what allows the machines and computers to continuously adapt. A subset of Artificial Intelligence, and the key factor in the majority of advancements within the field, machine learning allows machines to mimic human abilities and trains them to learn. While machine learning is absolutely a subset of AI, Michael I. Jordan, a leading AI and machine learning researcher, emphasizes that such imitation of human abilities is not the sole goal of machine learning, rather that it should be used to augment human intelligence. He says, “People are getting confused about the meaning of AI in discussions of technology trends - that there is some kind of intelligent thought in computers that is responsible for the progress and is competing with humans. We don’t have that, but people are talking as if we do.” See Full Article
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Issue 3 - April 2021
Sponsor Highlight:
We at the Call and Contact Center are proud to announce Outsource Consultants as a sponsor for the show! Outsource Consultants assists in removing the guesswork from outsource call center search and simplifies the process of finding high-performance call centers that meet the business’ requirements. As a leading advisory firm and call center referral, they focus on fine tuning matches based on location, language, experience and price. The team at Outsource Consultants is built on 25 years of industry expertise, over 500 heavily vetted and reliable call centers within the database, over 100 vendor searches in the last year and maintain an average of 96% on the average CSAT score. Call centers are frequently changing due to new technology and customer service trends so it’s important to stay on top of these improvements through securing a partner in the BPO industry. See Full Article
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Issue 3 - April 2021
Exhibitor Spotlight:
Predictive Analytics Enhancing the Customer Experience Despite Predictive Analytics being around for decades, more and more companies are utilizing this tool to increase their competitive advantage. Predictive Analytics is using statistical algorithms, data and machine learning techniques to predict the likelihood of future outcomes based on historical data. Predictive models use results to develop a model used to predict values of new data. Organizations have recently turned to use predictive analytics to enhance the customer experience. EWR Digital’s CEO and SEO Strategist, Matt Bertram, stated, “These insights can be applied to your entire customer base on an individual basis to improve customer experience and win customers’ loyalty. Specific benefits include boosting customer retention, recovering at-risk customers, and identifying new opportunities to sell products and services”. See Full Article
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Issue 3 - April 2021
Solution of the Month
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
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Issue 3 - April 2021
Meet The Innovators Check out these highlights for the heroes of Digital T - March edition! These revolutionary people and organizations are at the forefront of providing tech and digital solutions for the customer experience industry and beyond!
Katie Swindler UX Strategist - Allstate Katie is a user experience strategist who writes and speaks on topics related to human-centered design. Katie leads the experience strategy for Allstate Insurance’s consumer-facing websites. Prior to joining Allstate, she was a UX Director at FCB Chicago where she was the UX lead on the 2016 global redesign of JackDaniels.com as well as leading experience design for many other clients such as Cox Communications, Meow Mix, and Toyota Financial Services. Katie is an experienced presenter who has spoken on UX topics internationally at design industry events such as SXSW Interactive, IxDA Interaction, 4A’s, Amuse and PUSH. She is currently working with Rosenfeld Media on a book that explores researched-based design techniques that work with ingrained human survival instincts title Life & Death Design, set for release in late 2021. Be sure to catch Katie’s Keynote Session, “Life & Death Design: What Life-Saving Technologies Can Teach Everyday Designers”, at the Call & Contact Center Expo in Las Vegas this September!
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Issue 3 - April 2021
Meet The Innovators
Meet the Speaker
Manish Mehta Microsoft We are thrilled to announce Manish Mehta, Data Scientists for Microsoft, as a Keynote Speaker at this year’s Call & Contact Center Expo! Mehta has a true passion for the work that he does, viewing Data Science as more of a practice than a job. He earned his Master’s in Data Science and Analytics from the Georgia Institute of Technology and has since dedicated his career to leveraging machine learning and data analytics principles to find solutions for businesses and organizations. Having worked closely in the applications of data science and traditional machine learning across several different industry sectors, Mehta has successfully established himself as a thought leader within the space. Currently, he works as a Data Scientist on Microsoft Azure, a core pillar of the company and a cloud computing service built to build, test, and manage applications through several data centers.
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Issue 3 - April 2021
Meet The Innovators
Vaibhav Garg Sr. Director of Cybersecurity Research & Public Policy - Comcast Cable Vaibhav Garg is the Sr. Director of Cybersecurity Research & Public Policy at Comcast Cable. He has a PhD in Security Informatics from Indiana University and a M.S. in Information Security from Purdue University. His research investigates the intersection of cybersecurity, economics, and public policy. He has co-authored over twenty peer reviewed publication and received the best paper award at the 2011 eCrime Researcher’’s Summit for his work on the economics of cybercrime. He previously served as the Editor in Chief of ACM Computers & Society, where he received the ACM SIGCAS Outstanding Service Award. Vaibhav will be discussing “Reprogramming the Cyber Kobayashi Maru” during his Keynote Session at the Call & Contact Center Expo at the Las Vegas Convention Center!
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Issue 3 - April 2021
Partner Shoutout
Our Partners to The Call & Contact Center Expo, the organizations leading the way for stronger communities in customer engagement and satisfaction.
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Looking to be included in an upcoming edition of Digital T? Contact Eddy Lawrance at eddy.Lawrance@prysmgroup.co.uk for more information. Sponsorship Opportunities Are Now Available!