This week, Appian joined industry leaders, big thinkers and hundreds of attendees at IQPC-Customer Contact Week (CCW) in New Orleans. This marks the first time that Appian has participated in the CCW event, which serves more than 3,000 attendees annually as a major venue for showcasing technology and digital trends that will shape the future of the contact center industry.
Here are the top takeaways from the CCW event:
With advancements in omnichannel engagement, businesses need to identify how to achieve a seamless customer experience across an ever-broadening scope of communication channels. Unstructured data paired with growing communication channels challenges today's businesses. If they can't leverage an omnichannel approach, their transformation efforts may as well be dead in the water.
"The weakest omni-channel brands only retain 33% of their customers vs. 90% for the strongest." -Terry Jones (Founder, Travelocity/Kayak)
"Design with deep customer empathy and serve the customer, not the project." - Geeta Wilson (VP of Customer Experience, Humana)
"The pace of change has never been this fast and it will never be this slow again." - Johnny Russo (Associate Vice President, ECommerce and Digital Marketing, Mark's)
With seamless multi-channel integration and intelligent automation, the debut of the Appian Digital Transformation Platform at CCW lived up to expectations for big ideas in the big easy.
Appian is a software company that automates business processes. The Appian Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operations—resulting in better growth and superior customer experiences.