To truly transform CX operations, call center leaders need to evolve beyond their dependence on surveys. Shifting call center operations to real-time provides actionable insights to address CX in the moments of truth.

In this webinar, Forrester VP & Principal Analyst, Maxie Schmidt-Subramanian will join Cogito’s Head of Data Science, Jorge Calzada, to discuss the latest CX transformation trends and how new advancements in AI and machine learning are driving advanced CX measurement programs that go far beyond the survey. Learn how leading call centers are shifting their CX operations to real-time, enabling better performance, superior customer experience and enhanced business value. Walk away with an action plan to advance the effectiveness and efficiency of your CX measurement program.

This webinar explores

  • Forrester’s latest research on CX transformation trends amongst leading call centers
  • Overcoming common challenges in your CX transformation journey
  • How AI is driving advanced CX measurement programs focused on real-time feedback that avoid customer effort
  • Real world case studies of Fortune 300 call centers who have successfully shifted their CX operations to real-time

Featured speakers

Maxie Schmidt-Subramanian
Maxie Schmidt-Subramanian VP, Principal Analyst, Forrester