Research VP Shirley Hung will be a featured presenter at the SIG Western Regional Event held on May 16 in Washington. Shirley 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, Shirley will share the latest insights and research on market shifts, the impact of digital, and achieving better outcomes.

Specific key topics:

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