Chief Research Guru Michel Janssen and research VP Shirley Hung will be featured presenters at the SIG Spring Global Executive Summit held on April 15-17 in Fernandina Beach, Florida. Shirley and Michel will discuss the latest research and data from Everest Group in a presentation titled “Everything Sourcing Leaders Need to Know about Customer Experience Outsourcing in 2019”.

Session description

Keeping your customers first in a digital-first world is paramount. Achieving that goal is complex. In this session, we’ll share the latest insights and research on market shifts, the impact of digital, and achieving better outcomes.

Specific key topics we’ll discuss:

Today’s landscape: contact centers are out . . . customer experience centers are in
How the digital customer experience (CX) is changing the operating model of CX centers
Today’s market: which service providers are winning, getting left behind, and making bold moves
How the best-of-the best companies leverage their customer experience outsourcing relationships to create better results