LiveVox Holdings, Inc, a leading cloud-based provider of customer service and digital engagement tools, will be sponsoring and co-presenting with Firestone DIRECT at Forrester CX North America, taking place in Nashville, Tennessee and virtually from June 7th to 9th.
This year’s conference theme, “Out in Front” will focus on strategies for building confidence, resilience and advocacy in Customer Experience. LiveVox and Firestone DIRECT’s session will take place on the second day of the event — Wednesday, June 8 from 12:20 to 12:50PM CDT.
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“A strong CX strategy is critical for businesses in every industry — it’s a competitive advantage. Customers should not have to work hard to get the information they need and should be empowered to engage on the channel of their choice. The contact center is at the heart of this”
Additional session details include:
- Title: Reducing Customer Effort to Drive Brand Loyalty featuring Firestone DIRECT
- Speakers: Brian Smith, Senior Client Strategist, LiveVox, James Whitfield, Director, Field Support and Systems, Firestone DIRECT, and Christy Ayers, Manager, Field Support, Firestone DIRECT
- Session Overview: What customers want, more than anything, is for their questions to be answered or problems to be solved quickly and conveniently. They don’t want to call in multiple times, repeat themselves, or be put on hold. To do so, you must make available all channels and enable a velocity to data. You must also be able to measure and analyze Customer Effort across the entire customer lifecycle. Attendees will learn how Firestone DIRECT is placing “Reducing Customer Effort” at the core of their contact center strategy to drive customer brand loyalty.
“A strong CX strategy is critical for businesses in every industry — it’s a competitive advantage. Customers should not have to work hard to get the information they need and should be empowered to engage on the channel of their choice. The contact center is at the heart of this,” said Louis Summe, LiveVox co-founder and CEO. “Contact center data is incredibly valuable. In fact, what’s commonly referred to as the ‘voice of the customer’ lives in the contact center and the conversations that are taking place every day. This data can tangibly impact business operations — from product strategy to pricing to generating new business.”
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In addition to their case study session, LiveVox is a platinum sponsor at the conference and will be exhibiting their ecosystem of out-of-the-box unified CCaaS solutions at Booth 201, including:
- Digital Messaging. Engage customers on their channel of choice with consent and preference management in mind.
- Practical AI Virtual Agents. Empower customers to self-serve with easy-to-tune virtual agents that transition smoothly to human agents on more complex issues.
- Purpose-Built Contact Center CRM. Understand customers regardless of channel with rich up-to-date interaction histories.
- Workforce Engagement Management. Understand agents better and enable them to deliver exceptional customer experiences with easy-to-use tools and best practices.
