Industry Disruption and its Effect on the Consumer

The Conference Board of Canada, March 23, 2017 at 03:00 PM EDT
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We live in an era of great digital disruption; from social to mobile, from AI to bots. At the same time, your customer’s pace of adoption is driving critical changes to customer engagement technologies, processes, and data management. While a challenge, this digital disruption also creates opportunities to engage with our customers in a deeper and more meaningful way. With the right insight and plan it can be a difference maker and empowering.

Amit Shankardass, Executive Vice President, Market Engagement at Teleperformance will share insights from the company’s proprietary CX Labs—a center for the research of specific issues related to changing customer behaviors with a focus on major drivers of satisfaction across geographies and sectors.

Amit will dive into what are the disruptors, how fast it will happen, agile strategy, how to know when to hit the trigger, and the opportunities for customer experience innovation amidst this digital disruption.

Webinar Highlights

  • What are the digital disruptors of today, and tomorrow
  • Insights into consumer preferences for digital interaction
  • Examples of innovation amidst disruption
  • New practices for methods of digital consumer engagement
  • Best practices for harnessing this digital disruption

About Amit

Photo of Amit ShankardassWith a focus on thinking like a customer, Amit Shankardass brings a tenured history in the Business Process Outsourcing (BPO) arena having served in multiple roles in strategic planning, marketing, sales, product development and operations with leading global service providers.

In his current role of Executive Vice President, Market Engagement for Teleperformance, he is responsible for leading all aspects of marketing programs, product innovation, business intelligence, sales enablement, public relations and other associated go-to-market activities for the company’s English Speaking and Asia Pacific Markets. His focus is on the understanding of customer experiences and the alignment of engagement strategies to meet these emerging needs.

Most recently, he served as the Chief Marketing Officer at leading BPO organizations Sitel and Alorica. Previously Amit served strategic planning, product development, and corporate marketing for the desktop support service product line of DecisionOne. He started his career serving in various business development and corporate marketing leadership roles for QuickStart Technologies, a Microsoft Certified Partner.

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Price: $199.00 (CAD)