The contact center industry is poised to undergo changes unprecedented in its 40-year history. Driving these extraordinary changes will be the customer service expectations and preferences of the new generations of consumers; specifically, the Millennial generation and Generation Z. The impact these generations will have on the customer experience and the technologies required to support CX is nothing like the contact center has seen before. An Engage tradition, this session provides an unflinching reality check of the industry’s trends and challenges of the contact center’s future.
Paul Stockford, Chief Analyst