November 25, 2020
8:30am - 10:00am
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.
Join this Exclusive Virtual Roundtable to participate in engaging discussions with likeminded peers, spaces are limited so register now.
|Time||Event & Speakers|
Welcome and Introduction from IDC and Red Hat
Research Director for Collaboration & Customer Experience (CX), IDC
Director, Specialist Sales Team UK, Red Hat
Topics to be discussed
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.