More than 8 out of 10 customers are moving from one channel to another to complete a transaction or get an issue resolved. And, on average, they use more than 4 different “channels” over the course of their respective journeys. Despite this, customers expect consistent answers and personalized service regardless of their channel preference, device of choice and time of day.

Join Dan Miller, Lead Analyst at Opus Research, and Daniel Hong, Sr. Director of Product Marketing and Strategy at [24]7 as they review these recent findings and their impact your self-service and assisted service strategies via text, chat, Web forms or phone calls. Dan will bring context from a recent study of Enterprise Intelligent Assistants (EIAs), culminating in the “8 Attributes of Successful EIAs”. Daniel will review primary research findings addressing both practices and preferences of customers in a digital, omnichannel world. The webinar will also include a case study.

Attend this webinar to refine your company’s digital customer experience to keep your customers in charge, even when it’s a classic self-service situation, including:

• The Eight Characteristics of Highly Effective Intelligent Assistants
• How a Smart UI supports a delightful UX
• Making your investment in CRM, Analytics and Knowledge Management support AI

What Really Happens When Customers Take Charge?
Tuesday, January 26 — 8:30 a.m. PST / 11:30 a.m. EST
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Categories: Conversational Intelligence, Intelligent Assistants, Webcasts, Articles