Every Event an Opportunity
Aug 4, 2020, Denver, CO – Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today announced the addition of CX industry veteran Karl Holzthum as Senior Vice President.
There is no question that big brands, enterprises, small and medium businesses, government agencies and other organizations now understand the value of cultivating long-term, loyal relationships.
There is also no question that this and future generations have come to expect fast, friendly, accurate service with happy endings, on their terms, on their timetable, and on the channels of their choice.
Today we are pleased to announce we have published a new whitepaper focused on the challenges and opportunities big data is bringing to contact centers and CX platforms.
It has been a challenging four months in the contact center and CX industry, with news coming out every day on the successes and failures to control the spread of the COVID-19 virus. Businesses, from small and medium to the largest enterprises in the world have had to scramble to keep up with new government mandates, financial instability, uncertainty in every realm of life, and recovering after having to put in place plans that go beyond traditional Business Continuity Planning.
While there has been some resistance to moving physical contact centers online in the context of the global health crisis, most brands are embracing the need to protect agents and managers by pivoting (quickly) to home-based agents.
The news is filled with stories about contact centers forced to respond to Work From Home (WFH) models given the COVID-19 global pandemic, which leaves no region untouched – including North America, Europe, Asia, Central America, South America and other regions known for their on and off-shore contact center successes.
Operating contact centers and developing CX innovations has never been easy. I’ve been in this industry for three decades , have been CEO of three CX related businesses, founded, built and sold a virtual contact center business, have run large portions of two of the world’s largest and most successful contact center BPOs in the world (TTEC and Sitel), and today am leading the Strategy and Consulting group at Eventus.
There is a perfect storm brewing during this time of COVID-19 as the contact center and CX industries have been forced to pivot to Work From Home models, converting hundreds of thousands of agents around the world to remote employees, even as engagement volumes are skyrocketing, and cyber attacks designed to steal private information are pervasive.
We all joke that it’s a wise idea to stay away from politics and religion in most conversations unless you’re pretty sure of how that’s going to work out, so let me offer up another topic you can spring on people if conversation lags: ask them about the weirdest or most frustrating “identity verification” process they’ve been through.
Eventus and Journey Partner to Accelerate Trusted Identity Solutions for Private and Personalized Interactions
Award-winning digital identity solution based on an innovative network and platform approach securely confirms customer identity with 99.9999% accuracy in less than two seconds, reducing risk, lowering costs, and improving experiences exponentially
Brands and service providers are increasingly taking customer-centric mindset, seeking to understand their customers more deeply than ever before and use that understanding to build more personal and relevant products and services.
As many companies look to replace first or second-generation CRM systems, there are numerous considerations in how to approach the transformation.