Technology - Virtual Roundtable

Future-proofing the financial services contact center with cloud technologies

9th June 2021 | 4:00pm - 5:30pm BST
How to meet customer expectations through a cloud-based contact center

A Meet the Boss roundtable brought to you by Verizon

The role of the contact center within financial services has evolved significantly in recent years. From supplementing basic support from brick-and-mortar branches, to supporting customer needs outside working hours and, more recently, offering human interaction to build and maintain relationships where customers cannot enter branches at all.

There’s no mistaking financial services has lagged behind in transforming their contact centers. Yet not without good reason, with their specialized needs such as elevated customer data privacy and regulatory concerns presenting very real challenges. Now, the industry is seeking more innovative ways to meet raised customer expectations and bridge the gap between sales and service.

Enter the cloud contact center. Offering enhanced self-service opportunities, a seamless omni-channel experience and open APIs to add new functionality easily, cloud-based contact centers are future-proofing the world of customer service.

Join Verizon and a select group of industry peers to discuss the benefits of moving from an on-premise environment to a cloud contact center or how to enhance your experience on your journey.

Discussion Topics

Do you feel the idea of a cloud-based contact center architecture for the future is already a given, and if so, what are the challenges for consideration?
What gaps are you experiencing in meeting customer expectations in your current contact center?
What metrics are you currently using to measure the success of your customer contact center?

Your Host

Thought Leader
Michelle Emerson-Russell Executive Director, Workplace & Customer Experience, Verizon
Michelle is the Global Practice Lead for Workplace & Customer Experience Sales. She has global responsibility… Find out more
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Previous Attendees

Fernando Machado
CMO,
Activision Blizzard
Jennifer Christie
CHRO,
Twitter
Naveed Tariq
Vice President, Corporate Strategy & Group Innovation Operations,
E.ON
John Pillar
CTO,
NatWest
Line De Decker
Chief Transformation Officer,
GSK

About Verizon

For more than 100 years, Verizon has been at the center of the communications revolution. We're one of the largest communication technology companies in the world. We help people, businesses and things communicate better. The digital world promises consumers a… Find out more
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