SPEAKER

Luke Jamieson has been recognised as a top global thought leader on CX, employee engagement, and the future of work. Often referred to as the CX Larrikin, His unconventional approaches, high energy, and creativity make him an inspiring and refreshing speaker, podcaster, and blogger. Featured in The Wall Street Journal and The Australian, and is a resident contributor for ICMI. He studied design thinking at D.school, Stanford University, is a certified LEGO® Serious Play® facilitator, and the co-host of the wildly popular XM gameshow-like series Twenty20ish.

DESCRIPTION

Using unique insights from a study of over 150 thousand calls, we will explore why the clear waters of your cloud contact centre may not be as fresh as you think.By the end of this session, the audience will:- Learn about various factors of cloud infrastructure and remote working models impact key experience metrics- Become familiar with CX observability and how it delivers CX risk score to help identify future action plans.