11/20 - Roundtable - Best Practices in Cool Technologies -- Engagement and Loyalty- Presented by [24]7, Mattersight, NewVoiceMedia, SAP Today’s customers want smarter customer engagement that makes it simple to get things done without having to think about what device or channel to use. New techniques are emerging for identifying and connecting to the best people or information to respond rapidly to customer inquiries and requests. Learn from leading organizations how you will be able to combine, data, design, and an understanding of customer journeys, to improve customer engagement. Hear how personality impacts contact center interactions and how to quantify the impact of personality in any contact center. http://www.crmxchange.com/Roundtable/Nov2014/Emerging_Technologies.aspx