Martha is speaking during the closing keynote panel of Customer Service Experience (part of Customer Solutions Expo) at the Marriott Marquis in New York on Wednesday August 20, 11:45 AM. Along with Esteban Kolsky of ThinkJar, R. Wang of Constellation Research, Kate Leggett of Forester Research, she’ll be discussing the future of customer service.

From the Customer Solutions Expo website:

“We have seen many changes in the past few years, from social to collaborative customer service, and the digital transformation underway is bringing many more changes.


The early indications are there: communities, analytics, personalization of interactions, process optimization, automation across the entire organization. How can an organization understand, plan, and embrace these changes? What does it need to do?


Which technologies matter (and which ones are merely hype)? How can progress and success be measured? And how can companies ensure sustainability over the long run for their solutions? All of these questions and more are answered in this session.”


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