In this Modern CTO podcast, Tony Schettino, ‘a lifetime learner’ and VP at Hexaware, shares his acumen with Joel Beasly on customer care and enabling omnichannel customer experience with technology for High Tech companies. Touching upon Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) leveraging workforce enablement and workforce analytics, Tony describes how Natural Language Understanding (NLU) and Natural Language Processing (NLP) AI models have added exponential value. A holistic approach and NLU and NLP technology-led proprietary cognitive solutions can help uncover what affects the customers’ behavior and brand sentiment while making sure that each client feels special. The insights touch upon how to
- Arrive at the best balance of metrics for measuring and tracking customer engagement
- Foster a long-term customer-centric relationship
- Generate more significant wallet share and the opportunity to upsell or cross-sell
- Enable a purpose-driven Contact Centre Transformation solution that drives continuous improvement
The podcast also discussed how Hexaware facilitates omnichannel customer experiences to help its customers, typically big players in the high tech market, and tie outcomes with business benefits. Tony also invites interested candidates seeking a fruitful career in customer experience management to reach out to him to explore growth opportunities at Hexaware.
To know more, tune in to the podcast.
PodcastJanuary 31, 2022
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