Building a Robust Digital Customer Service in 2025: The Future of AI-Driven Channel-less Support
Wednesday, April 09, 2025
2:00 PM Eastern Daylight Time
1 hour
Register Now!
By 2025, customer expectations for digital care will be higher than ever—instant, personalized, and seamlessly connected across every channel. Yet, many businesses still face inefficiencies due to fragmented tools, disjointed agent experiences, and siloed data.
According to Mckinsey and Co, 77% CX Leaders report they have built digital platforms to address the needs of their customers however only 10% channels are fully scaled and adopted by customers and 12% are highly integrated[SG1] .
Join Sprinklr and CCW as we explore how businesses can elevate digital customer care with an AI-first approach, driving both operational efficiency and customer satisfaction. This session will unpack:
- How unified digital contact centres are combatting point-solution chaos
- What’s the next frontier of AI-powered self-service, agent augmentation, and omnichannel engagement
- The role of AI in building robust self-serve, predictive support, & efficient, real-time agent assistance.
- Real-world case studies showing how AI, automation, and unified data are transforming customer service.
With technical deep dives, live demonstrations, and practical strategies, this webinar is designed for CX and Service leaders, like yourself, looking to scale AI-driven digital care while ehanching quality and efficiency.
Speakers:
Brian Cantor
Principal Analyst, CCW Digital
Brian is Managing Director, Digital at Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s series of special reports. Additionally, he serves as managing editor for CW Digital, is the largest web publication and community for customer experience professionals. CCW Digital’s articles, commentaries, infographics, executive interviews, webinars and online events reach a community of over 150,000.
Dustin Randall
Lead Solutions Consultant, Sprinklr
With over 20 years of expertise in customer experience, Dustin has been at the forefront of digital transformation and technology strategy. At a Global Fortune 50 brand in the US, he led a groundbreaking initiative that shifted over 30% of the company's US support conversations from voice to digital within three years. This transformation resulted in significant improvements in Net Promoter Score (NPS) and Customer Satisfaction Score (CSS), showcasing his ability to drive impactful change.
Dustin's dedication extends beyond his professional achievements. He is deeply committed to charitable causes, actively volunteers at his church, and enjoys off-roading adventures in his spare time.
Join us to learn from Dustin's wealth of experience and discover how you can revolutionize your customer service strategy.