Executive Director, Head of Financial Services
Elevate the customer experience, meet your customers in the digital world, and provide a highly personalized engagement that truly satisfies your customers. CSG has been focused on helping our customers navigate the impact of digital disruption by creating better customer experiences across the channels that consumers are demanding. True Digital Transformation requires a combination of people, processes, and technology aligned to simplify the customer experience. Using innovative tools to not only map customer journeys, but orchestrate the journeys by blending multi-channel access with online & offline data analytics to provide personalization and improve the customer experience. Technologies such as Natural Language Processing, Artificial Intelligence and Chat bots are grabbing headlines, but must be balanced with a seamless Customer Service Agent experience to truly delight customers from an end to end engagement. During our time, we will provide use cases that discuss how providing personalization via multi-channel solutions has led to successful implementations for our banking, cable, and entertainment clients.