The Strategic Role of Service As Society Reopens

Customer expectations continue to evolve as we transition to an all-digital world. Service leaders are broadening how they think about service to provide customers with the personalized experiences they crave across traditional and emerging digital channels. Scroll down to learn key insights from industry thought leaders.

Reimagine the Contact Center

There’s No Turning Back: The Future of Service in a Post-Pandemic World

Hear how companies like Airbnb and OneUnited Bank are rethinking every aspect of customer service. In this video, you’ll learn how to prepare for the new world of service with tips for:

  • Successfully shifting to a hybrid or remote work model
  • Skilling up agents with on-the-job training and real-time coaching
  • Helping field service teams stay connected with video-based tools
  • Using automation to work efficiently and effectively
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Streamline Processes with Automation

Being Human in the Time of Automation

With the world splitting into two economies — the human economy and the machine economy — how do we feel more confident about being happy and successful in a machine-filled future?

By focusing on what machines can't do rather than what they can do, we have a chance to do something truly unprecedented. To stop working like machines, and start working like humans.”

Kevin Roose | New York Times, Author

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How AI & Automation Are Reshaping the Customer Experience
Hear how companies like SmileDirectClub are harnessing the power of AI and automation to speed up their service delivery and create a truly seamless end-to-end experience.
Where to Begin Your Customer Service Automation Process
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Agility Behind the Scenes is the Key to Igniting the Transformative Customer Experience
When service is streamlined, everyone wins. Read this report from Frost and Sullivan to see how intelligent workflows help create seamless and efficient customer experiences.
Connect All Digital Experiences

Sonos Creates Connected Customer Experiences to Amplify Relationships

Learn how Sonos adapted to customer needs during the pandemic with one integrated platform.

There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer.”

Patrick Spence | CEO, Sonos

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Digital Customer Service Channels Contact Centers Need
Here’s how your org can keep up with digital customer service channels like chat, messenger apps, and video support.
Transform Field Service

Krones Digital Transformation in Service

Learn how Krones rolled out a new Field Service Solution into 21 subsidiaries within 14 months - fostering digital transformation and standardization across business operations. Meet the managers behind this remarkable journey who will share success factors, pitfalls and learnings.

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8 Types of Field Service Management Technologies You Need in 2021
Discover the top field service management technologies to invest in today.
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How Automation Helped My Company Create an Agile Field Service Workforce
Learn how MTI digitized field service management to create an agile workforce, and decrease manual scheduling by 79%.

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