The Disillusionment of CX: Has AI Delivered on its Promise?
Sep 25, 2024 12:00 PM - 1:00 PM EST
According to Forrester’s 2024 US Customer Experience Index, CX quality among brands in the US sits at an all-time low after declining for an unprecedented third year in a row. Join BWG, ServiceNow, Five9, and BT for an exclusive webinar on transforming customer experience (CX) through this period of disillusionment. Hear from industry leaders Steve Blood, James Bates, and Richard Atherton as they delve into the evolving CX landscape, explore market trends and question whether AI is delivering on initial expectations. Discover how integrated solutions can drive business transformation, provide a 360-degree customer view, and meet today's customer demands. Don’t miss this opportunity to gain valuable insights and elevate your CX approach. This informative session looks to equip the audience with the necessary insight for success, and will provide the tools needed to navigate the AI landscape.
BWG Connect, BT, Five9 & ServiceNow invite you to participate in an interactive discussion with your peers.
As always, there will be no sales pitches and there is no cost to join.
ServiceNow provides enterprise information technology (IT) management software. Their team designs, develops, and produces prepackaged computer software, cloud services, and IT service management platform.
Five9 is a pioneer and leading provider of cloud software for contact centers. Since the Company's inception, it has exclusively focused on delivering its platform in the cloud and disrupting a significantly large market by replacing legacy on-premise contact center systems.
BT is a global leader in telecommunications and digital services, working with 95 of the FTSE 100 companies to deliver tailored connectivity, cloud, collaboration, contact centre and cybersecurity solutions. With a global team of around 17,000 people serving customers in 180 countries, BT empowers businesses to innovate, secure their operations, and expand globally through their robust network and cutting-edge technologies.
Co-Founder, Co-CEO at BWG Strategy LLC
BWG Strategy is a research platform that provides market intelligence through Event Services, Business Development initiatives, and Market Research services. BWG hosts over 1,800 interactive executive strategy sessions (conference calls and in-person forums) annually that allow senior industry professionals across all sectors to debate fundamental business topics with peers, build brand awareness, gather market intelligence, network with customers/suppliers/partners, and pursue business development opportunities.
Head of CCaaS Solutions at BT
Richard is globally responsible for the commercial, supplier and delivery management for BT’s Cloud Contact product. An experienced global leader, Richard brings to the table an insightful journey of AI integration and sustainable practices.
Advisory Partner Solution Consultant, EMEA at ServiceNow
An experienced and versatile senior solutions consultant with in-depth knowledge gained across 25 years of providing ICT solutions into large business across multiple sectors. A self confessed solutions innovator James’ experience has grown from a career path built on a background of Consulting, IT operations and Presales (including Product Management & Solutions Consulting), from an End-User, System Integrator and Independent Software Vendor base. His passion and enthusiasm for defining technology enablers and supporting business drivers, has elevated him to the position he is in today.
VP of Market Intelligence and Evangelism at Five9
Steve Blood is VP of Market Intelligence and Evangelism at Five9, a role which draws on more than 30 years’ experience in customer service, combined with thought leadership gleaned from working with customer service executives as a Gartner analyst and advisor for 23 years. Steve is responsible for identifying emerging CX market trends, understanding customer behaviour, and evaluating the competitive landscape in an ever-evolving CX industry.
As an evangelist Steve shares his enthusiasm and passion for using technology to advance customer experiences, and Five9’s role as an innovative leader in this space. During his tenure at Gartner, Steve served as an advisor of customer service technology to end users and buyers of mid, large, and enterprise organizations across multiple continents. He authored industry-defining research, including most recently the Gartner® Magic Quadrant™ for Contact Center as a Service, Predicts 2024: Customer Service and Support Strategy and Leadership, and Market Guide for Digital Customer Service and Support.
Co-Founder, Co-CEO at BWG Strategy LLC
BWG Strategy is a research platform that provides market intelligence through Event Services, Business Development initiatives, and Market Research services. BWG hosts over 1,800 interactive executive strategy sessions (conference calls and in-person forums) annually that allow senior industry professionals across all sectors to debate fundamental business topics with peers, build brand awareness, gather market intelligence, network with customers/suppliers/partners, and pursue business development opportunities.
Head of CCaaS Solutions at BT
Richard is globally responsible for the commercial, supplier and delivery management for BT’s Cloud Contact product. An experienced global leader, Richard brings to the table an insightful journey of AI integration and sustainable practices.
Advisory Partner Solution Consultant, EMEA at ServiceNow
An experienced and versatile senior solutions consultant with in-depth knowledge gained across 25 years of providing ICT solutions into large business across multiple sectors. A self confessed solutions innovator James’ experience has grown from a career path built on a background of Consulting, IT operations and Presales (including Product Management & Solutions Consulting), from an End-User, System Integrator and Independent Software Vendor base. His passion and enthusiasm for defining technology enablers and supporting business drivers, has elevated him to the position he is in today.
VP of Market Intelligence and Evangelism at Five9
Steve Blood is VP of Market Intelligence and Evangelism at Five9, a role which draws on more than 30 years’ experience in customer service, combined with thought leadership gleaned from working with customer service executives as a Gartner analyst and advisor for 23 years. Steve is responsible for identifying emerging CX market trends, understanding customer behaviour, and evaluating the competitive landscape in an ever-evolving CX industry.
As an evangelist Steve shares his enthusiasm and passion for using technology to advance customer experiences, and Five9’s role as an innovative leader in this space. During his tenure at Gartner, Steve served as an advisor of customer service technology to end users and buyers of mid, large, and enterprise organizations across multiple continents. He authored industry-defining research, including most recently the Gartner® Magic Quadrant™ for Contact Center as a Service, Predicts 2024: Customer Service and Support Strategy and Leadership, and Market Guide for Digital Customer Service and Support.
Senior Digital Strategist at BWG Connect
BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution.
Senior Digital Strategist Tiffany Serbus-Gustaveson runs the group & connects with dozens of brand executives every week, always for free.
