CX Today’s Charlie Mitchell hosts Martin Taylor, Director of Content Guru.

In this session, we consider the future of CRM, discussing the following five trends:

• Augmenting the CRM with AI
• Enabling self-service via the CRM
• CRM-enabled process automation

In this session, we assess the entrance of Google, Microsoft, Zoom, and Cisco into the CCaaS space, discussing:

• What driven these brands to enter the CCaaS market?
• Which CCaaS offering is currently the strongest?
• How long will it be until these companies can compete with the likes of Genesys, NICE, and Talkdesk?

In this session we discuss the following:

• The changing reputation of virtual agents
• Excellent examples of virtual agents
• Where to start when building a successful virtual agent

In this session we discuss the following:

• What are the major challenges in Financial Services right now?
• Is omni-channel relevant for Contact Centres in the Finance sector?
• What does Hybrid Working look like for Financial Services?