ISSUE 4
May 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
Issue 4 - May 2021
Welcome to the May 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!
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Issue 4 - May 2021
Monthly Tech Update
The Power of CX Customers are key to the success of any business, and in 2020 the importance of creating a customer experience that goes above and beyond was brought to the forefront once again. Customer experience (CX) is the overall perceptions and feelings of a customer during all stages of the purchase cycle and at every moment of interaction with a business. It is reported that 86% of consumers are willing to pay more for a great customer experience, and companies that invest in CX initiatives can potentially double their revenue within 36 months. While the vast majority of businesses prioritize CX, there is a stark disconnect between valuing CX and successfully implementing CX strategies. Todd Pruzan, senior editor at Harvard Business Review Analytic Services said, “The bottom line is that consumers will continue to expect more from companies in terms of choice, convenience, and personalization. To effectively deliver on CX, organizations must significantly narrow the gap between the implementation and adoption of technology. Firms need to be flexible with secure app development technology and data management infrastructure that can quickly scale to meet and anticipate customer demand.” See Full Article
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Issue 4 - May 2021
Fully Remote 7.3%
Report Says Only 7% of Contact Centers Plan to Stay Remote This article was contributed by our exhibitor & sponsor Observe AI. Learn more about their business here!
In-office 36.5%
Hybrid model 56.3%
The majority (56%) will instead transition to a hybrid model, suggesting both the benefits and requirements of contact center organizations still operating in-person. One of the biggest stories over the last year has been the remote work revolution - companies moving to 100% distributed operations. Led by highprofile companies like Salesforce, Pinterest, and Dropbox, this remote workforce transformation has created an assumption that this is the future of work. Not so fast. A new report, the Post-Pandemic Contact Center Report, found that only 7% of contact centers plan to stay fully remote once a vaccine is widely available. The vast majority will instead transition to a hybrid model (56%), suggesting both the benefits and requirements of contact center organizations still operating in-person. Why aren’t contact centers going fully remote? See Full Article
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Issue 4 - May 2021
Sponsor Highlight: DecisionPoint Corporation We at The Call & Contact Center Expo are proud to announce DecisionPoint Corporation as event sponsors! DecisionPoint is doing incredibly important work helping to solve the challenges faced by government agencies across all sectors. By facilitating a more streamlined and efficient operational environment, DecisionPoint is successfully enhancing national defence and safeguarding the nation when needed most. DecisionPoint, and its wholly owned subsidiary CORTEX, provide their professional services across the following six Centers of Excellence, helping to guide critical missions to success 1. Security Integration Services for Anti-Terrorism & Force Protection 2. Countering WMD: Chemical, Biological, Radiological, & Nuclear 3. Department of Defence Mission Support: Planning & System Optimization 4. Health Informatics, Scientific, & Technical Services 5. Emergency Preparedness & Response Training: Disaster Recovery & Operations 6. Cyber & Information Operations See Full Article
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Issue 4 - May 2021
Solution of the Month
Eckoh: Safeguarding Payment Data Eckoh is a secure and efficient payments platform that simplifies the purchase process for agents and customers. Payments made through various channels such as telephone, IVR, chat, online and remote agent payments are offered with superior quality. Creating a secure environment and placing an emphasis on data protection is immensely critical when running a business or call center. A secure payment environment includes full PCI DSS compliance over the phone, customer fraud and identity theft prevention along with next-generation security through patented technology. On-premise, cloud, remote or hosted deployment is readily available, giving the client a multitude of options. The payment solution is customizable that runs seamlessly with existing payment providers, processes and existing systems. See Full Article
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Issue 4 - May 2021
Meet The Innovators Check out these highlights for the heroes of Digital T - May edition! These revolutionary people and organizations are at the forefront of providing tech and digital solutions for the customer experience industry and beyond!
Tom Nugent Director of Consumer Sales, Service, & Multilingual Tom Nugent is a seasoned leader with a diverse set of experiences and skills. Currently, he is the Director Consumer Sales and Service leading over 800 employees in the NY Metro and Multilingual centers. He and his team acquire and support residential customers by connecting them to world class communication and entertainment services. Previously, Tom led over 1,100 Network Operation employees across Northern NJ and Eastern PA. He and his team built fiber infrastructure to tens of thousands of customers while installing and servicing residential and business customers. They improved the customer experience to be a competitive advantage. Prior to joining Network Operations, Tom spent most of his career developing Sales and Marketing leaders. He was Verizon’s Enhanced Communities National Sales Director championing change and driving successful business relationships with multi-dwelling communities, single-family planned developments and multi-tenant business units.
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Issue 4 - May 2021
Meet The Innovators a
Jiquanda Nelson Senior Director of Community & Culture - Concentrix | Diversity, Equity, & Inclusion Chair - PACE Jiquanda is passionate about connecting people with opportunities at work and in their community. As senior director of Community and Culture at Concentrix, a $5B customer and technology engagement organization, she leads efforts for equity and inclusion, wellbeing and ethics, sustainability and responsibility. Her team is laser focused on sustaining an equitable and inclusive workplace that reflects the diversity of Concentrix clients. They are the magic that creates a sense of belonging, where everyone can be their authentic selves, are at their healthiest, and feel valued.
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Issue 4 - May 2021
Meet The Innovators
Gerard Dache Sr. Director of Cybersecurity Research & Public Policy - Comcast Cable Gerard Dache is the Founder and Executive Director of the Government Blockchain Association (GBA). He started GBA in 2016 and has built an organization with over 15,000 members in 120 cities around the world, created over 50 blockchain working groups, and supported public and private sector organizations in Africa, the Americas, Asia, Europe, and the Middle East. Gerard has delivered public addresses to the United Nations and delivered keynote addresses to audiences of thousands of blockchain leaders around the world. He has advised national government cabinet officials as well as state and local leaders.
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Issue 4 - May 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!