Erik Smith

Spending on customer experience continues to increase, but where are organizations investing? In our State of Customer Experience Technology Report, we uncovered some critical trends to help contact center leaders develop plans for transforming how their contact centers engage with customers across all channels.

Join Erik Smith, Digital Principal at RingCentral as he discusses:

• Digital channel usage is increasing, but which channels are the most trusted?
• AI spend is up and steadily increasing, but execution is lagging. What’s the disconnect?
• Is omnichannel still a focus for organizations?
• How can WEM help enable optimization across digital customer experiences?