Genesys - Digital disruption has created a tough dichotomy for businesses to struggle with .
Richard McCrossan, Digital Practice Lead, EMEA - GenesysView Full Profile
Digital disruption has created a tough dichotomy for businesses to struggle with – to remain relevant in the digital age, the brand must embrace the digital ecosystem; however, the cost of embracing it can often seem to outweigh the benefits.
Solving the challenge of “digital proliferation” in our businesses will turn the cost of simply staying relevant, into revenue growth as digital business leaders; recognising the distinction between the art of the achievable and the art of the possible; all while keeping the bottom line in check.
Richard will examine real-world examples of those critical success factors, providing actionable steps that build the foundation for success as a digital business. Topics will include:
- Artificial intelligence and automation: how to create brand differentiation and customer satisfaction while not burning cash to get it right.
- Virtual/augmented reality: just a fad or does it have application for business?
- Internet of everything: what does it mean for customer experience when the “thing” is now directly connected to the business?
- Mobile, social, web, contact centre: solving the omnichannel challenge