About 60% of customers interact with businesses using digital channels. Why? Because they provide quick and sometimes contextual answers, insight, or product details they need to address the issue at hand. But sometimes, they can’t resolve their issues without a call with a live agent—and they don’t want to repeat everything they have just said over a text stream.

To respond to these needs, customer experience (CX) leaders must reimagine their contact center technologies and processes. In this webinar, Robin Gareiss, CEO & Principal Analyst with Metrigy Research, will share new metrics and analysis in the following areas:

• How to manage changing roles in the contact center as we slowly return back to the office?
• Which artificial intelligence-enabled digital channels should you have in 2021?
• Why should you integrate your contact center with your UC platform to help both agents and customers in addressing complex issues?

Joining Robin is Fabrice DellaMea, Director of Product Marketing, Customer Engagement, with RingCentral, who will discuss examples of how customers are successfully deploying a digital-first CX strategy.