IDC, Red Hat and Intel CX Virtual Roundtable - UK

Optimizing your CX solutions during COVID-19 for customer satisfaction and retention

October 15, 2020
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General Information

 

Zoom

 

October 15, 2020

 

11:00 - 12:30 BST

 

Overview

COVID-19 has elevated CX to the top of enterprise technology priorities. IDC research reveals that enterprises across the globe have escalated CX importance both during and post-COVID. Senior executives consider customer retention to be critical to surviving the downturn and emerging stronger. But operational CX challenges are becoming evident.

Many existing CX solutions are not designed to cope with the flexibility and fluidity required to adapt to this ''new normal'' and continually changing environment. Enterprises need to move customer data seamlessly and in real-time between different vendors' CX systems. Complex multi-system events need to be simplified into hyper-personalised next best actions that calm customer concerns and point out distinct and relevant offers.

Customers need to feel cared for and looked after by a trustworthy brand using optimized CX solutions. This roundtable reveals how open source solutions provide bridges between CX vendors' proprietary walled gardens. We discuss how speed and agility can be added to your CX solutions to deliver real-time responses to customer needs; how unfixable CX systems quirks can be augmented to deliver incremental customer value; and how costs can be contained using open source to deliver functionality and CX use cases you never thought possible. 

Topics covered:

  • How open source CX optimization solutions deliver business resilience and innovation
  • Examples of practical enterprise CX optimization use cases
  • The open source approach to CX optimization uncovered

Join this Exclusive Virtual Roundtable to participate in engaging discussions with likeminded peers, spaces are limited so register now.

Agenda

Time Event & Speakers
11:00

Welcome and Introduction from IDC and Red Hat

Gerry Brown
Research Director for Collaboration & Customer Experience (CX), IDC
Simon Wright
Director, Specialist Sales Team UK, Red Hat
11:15

Topics to be discussed

  • How open source CX optimization solutions deliver business resilience and innovation
  • Examples of practical enterprise CX optimization use cases
  • The open source approach to CX optimization uncovered

 

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Nicky Sharpe

Event Producer, IDC UK

About IDC

56 Years | 1100 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.