Event Details

Many companies are stuck in a model focused on call reaction management. CRM
is important but not enough, as the agent frequently can’t resolve the issue and a reactive service approach doesn’t value the customer’s time.

During this webinar, Michael DeSalles, Principal Analyst at Frost & Sullivan will discuss with Ian Ashby from ServiceNow about how companies are digitally transforming customer service beyond CRM for an improved customer experience by using AI, virtual agents, monitoring and automation.

Join the webinar to hear why better customer service starts where CRM ends. Key take-aways will include:

• Ways to remove silos to deliver a true bi-directional omni-channel experience
• How to seamlessly drive work ‘beyond support’ to any part of the organization
• Why proactive service and communication should be part of your strategy

Listen in on the experiences of others, participate in a live Q&A, and walk away with actionable strategies for your own organization.

Featured Panel:

Michael DeSalles Principal Analyst Frost & Sullivan

Ian Ashby Director, Customer Service Transformation ServiceNow