ISSUE 2
MARCH 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 March 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 2 - March 2021
Monthly Tech Update
Digital Transformation Altering CX New technology is constantly shifting the way businesses and organizations have run their business models. They’ve transitioned from old technologies to new technology which allows adaptation to the new market reality. Customers are the driving force behind this change rather than the companies themselves. Today’s generation of consumers expect relevancy in whatever they’re doing in any format at any time. Digital transformation is the implementation of digital technologies placed into all aspects of the business which leads to an exponential change within how that particular business runs. Doing this allows the organization to enhance the business and customer relationship, increasing the chances of long term loyalty and sales success. According to a study presented in superoffice.com, companies that transform digitally are creating highly engaged customers. Highly engaged customers buy 90% more frequently, spend 60% more per purchase, and have 3x the annual value (compared to the average customer). Furthermore, a study from MIT discovered that companies that have embraced digital transformation are 26% more profitable than their peers. See Full Article
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Issue 2 - March 2021
Exhibitor Spotlight:
Cirrus Response Cirrus Response is the CCaaS (Contact Center as a Service) that has the ability to leverage the best artificial intelligence solutions in a time and cost-efficient manner. They offer the latest omnichannel features in order to manage each client’s GDPR responsibilities. It’s extremely difficult to manage a multitude of teams of agents on various systems while balancing various resources which is the reason Cirrus has become an industry leader in alleviating these stresses. Cirrus brings contact to clients from email, voice, web, SMS, video, Messenger, WhatsApp, app store reviews, YouTube, and more applications into a comprehensive perspective that advisors will love. There is a 99.9% technological guarantee that utilizes 5 different sites that work simultaneously on delivering a 60-second Recovery Time Objective (RTO) promise. See Full Article
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Issue 2 - March 2021
Sponsor Highlight:
We at the Call & Contact Expo are proud to have RingCentral Inc on board as both an exhibitor and sponsor! They have successfully established themselves as the #1 cloud communications platform empowering businesses globally. RingCentral offers one intuitive platform that seamlessly empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. With click-to-dial functionality and one-click video conferencing, RingCentral offers a more flexible and cost-effective solution when compared to other video conferencing systems on the market. Over 400,000 companies trust RingCentral with their customer engagement and contact center solutions. Nate Hawley, IT Systems Engineering Architect for Brinker International said, “RingCentral is an all-in-one platform for collaboration and communication. Having one vendor versus several to manage gives us time back to innovate in IT.” See Full Article
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Issue 2 - March 2021
Solution of the Month
The Rise of Chatbot Technology Perhaps the most widely utilized and well-known form of artificial intelligence within the customer service industry are chatbots, or software that can automate conversations via text with no need for a live human agent. Although chatbots are only one of many different forms of AI currently available within the industry, they are arguably the most important because they interact directly with the consumer. Essentially, chatbot technology utilizes Natural Language Processing which allows the system to understand the text presented to them and then respond according to a complex series of algorithms. According to Forbes, these chatbots are expected to handle 20% of all customer service requests by 2022. See Full Article
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Issue 2 - March 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!
Brennan Lodge Head of Data Science - Goldman Sachs Brennan is the Head of Data Science for SIRT, Goldman Sachs, and a selfproclaimed data nerd. He has been working in the financial industry for the past 12+ years and is striving to help secure the internet with a little help from our machine friends. He has held cyber security, data scientist, and leadership roles at JP Morgan Chase, the Federal Reserve Bank of New York, Bloomberg, and Goldman Sachs. Brennan holds a masters’’ degree in Business Analytics from New York University and participates in the data science community with his non-profit pro-bono work at DataKind. Brennan has previous experience as a data science instructor in both R and Python, has published in 2600 Magazine, and has presented at both data science and cybersecurity conferences.
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Issue 2 - March 2021
Meet The Innovators
Thomas Maher Twilio Inc Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.
Senior Vice President of Global Service Parts - Dell Tom Maher joined Dell in 1998 and is the Senior Vice President for Global Service Parts. Mr. Maher is responsible for service parts life cycle support in 160+ countries where his team manages
Twilio has democratized communications channels like
over 1000 parts depots. Mr. Maher’s global responsibilities
voice, text, chat, video, and email by virtualizing the
include: planning, procurement, distribution, custom services,
world’s communications infrastructure through APIs that
returns, test, repair, inventory management, supplier management
are simple enough for any developer to use, yet robust
and parts disposal. Mr. Maher’s organization supports all
enough to power the world’s most demanding applications.
Dell Technologies hardware service offerings for each of
By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent
Dell Technologies Business Units and Lines of Business. Mr. Maher’s organization provides support for customer offerings ranging from: Mail in Repiar, Next Business Day Onsite Parts Supportnand a variety of Same Business Day solutions.
how companies engage with their customers.
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Issue 2 - March 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!