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CUSTOMER CONTACT INDUSTRY REVIEW 

May 10-12, 2022 | 12 PM ET
Register Now
 * Agenda
 * Speakers
 * Partners
   Sponsors & Exhibitors Sponsorship Opportunities

#CCWDigital



FEATURED SPEAKERS

Brian Cantor

Principal Analyst, CCW Digital Director

CCW Digital

Richard Dumas

Vice President, Marketing

Five9

Tyler Grooms

Director of Engagement

Sweetwater

Brian Kauffman

Director of Customer Service

Bespoke Post

Kevin Kavanah

VP, Customer Experience

Ziply Fiber

Maribel Lopez

Technology Industry Analyst and Strategic Advisor

Lopez Research

Brooke Lynch

Analyst & Staff Writer

Customer Management Practice

Melanie Mbida

Director of Customer Service

Agilex Fragrances

Megan Merrick

Customer Experience Executive

Candy Digital

Wadad Nsouli

SVP, Customer Success & Business Insight

ibex

Brooke Philips

Senior Product Marketing Manager

NICE

Jonjie Sena

Vice President of Product Marketing

Neustar, a TransUnion Company

Evan Samek

Lead Product Manager

Fin

Vishal Sharma

Chief Technology Officer

SearchUnify

Charlene Wang

Vice President & Head of Marketing

Fin

Mitchell Young

Vice President, Sales, Identity & Risk Solutions

Neustar, a TransUnion Company

Nick Morris

Sr. Director of WFO Solutions

LiveVox

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VIEW SPEAKERS


WHY ATTEND

The customer contact function has undergone a major evolution in the past 2
years. As customers began to place more emphasis on the experience than ever
before, companies were forced to swiftly elevate, update and optimize the
contact center to reflect modern needs.
After years of transformation and a digital revolution, it has now become
critical to identify the new state of the customer contact industry. To exceed
customer expectations and reach new experience heights, organizations must
actively reflect on their most prominent challenges and successes to continually
improve.
A recap of where we’ve been, an assessment of where we are, and a forecast of
where we need to go, the Industry Review offers a definitive look at the state
of customer contact.














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WHEN YOU INTERACT WITH IBM, THIS SERVES AS YOUR AUTHORIZATION TO IQPC OR ITS
VENDOR TO PROVIDE YOUR CONTACT INFORMATION TO IBM IN ORDER FOR IBM TO FOLLOW UP
ON YOUR INTERACTION. IBM’S USE OF YOUR CONTACT INFORMATION IS GOVERNED BY THE
IBM PRIVACY POLICY.



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