Like many things over the past several months, customer service has gone through its fair share of upheaval. The pace of record-breaking change has forced many CX executives to rethink, re-evaluate and even reinvent customer service today and into the future. With both brands and consumers settling into the “new normal,” what have we learned and how is the future mode of CX operations impacted?

In collaboration with TELUS International, our Frost Think Tank partner for this “virtual happy hour,” we’ll discuss the “how to” of CX operations recovery and growth. Join our select discussion group to share real insights and strategies with one of our leading Frost analysts who will also share best practices regarding moving forward in the new normal.

With beverage in hand, let’s talk about the future of CX, including:

• How have customers’ expectations and behavior changed? More frustrated, more patient, more demanding, better informed …?
• Is WAHA in your future? How will you ease office-based agents back in?
• What are your immediate security challenges? Are customers or regulators driving your security agenda?
• Are you working towards greater automation? What processes will you automate, what tools will you introduce?
• What are your immediate CX objectives? What do you want to accomplish, and how does technology map to your objectives?
• How do you measure and positively influence employee engagement?