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
When
April 16, 2019 (3:25 – 4:15 pm)
Where
39 Beach Lagoon Road
Fernandina Beach, FL 32034
Speakers
Michel Janssen, Chief Research Guru, Everest Group
Shirley Hung, Vice President, Research, Everest Group
