Empowered by messaging:
How to operationalize digital customer care

ian_speakerFeaturing guest speaker: Ian Jacobs from Forrester


Watch this on-demand webinar to learn: 

  • The impact of providing customer service on messaging channels
  • What your customers expect from your investment in digital messaging
  • How to plan for, launch, and operationalize your messaging care program
  • How to build a scalable messaging strategy across various messaging channels

Watch On-demand

“41% of millennial consumers say they would be “truly satisfied” if they could use messaging or SMS to engage companies.”

Your customers want to contact you where it’s convenient for them: messaging channels.

Ranging from in-app and web messaging to SMS to messaging apps. Is your contact center prepared to meet them there? Find out from guest speaker Ian Jacobs, Principal Analyst at Forrester…

The contact center is in a period of change and in recent years it has evolved from a call center to an omni-channel customer engagement center. As a customer service leader, it’s imperative that you know what it takes to provide effective service on digital messaging channels.  

Learn best practices along with tried-and-true strategies for launching a successful digital care program from experts Abhay Prasad and guest Ian Jacobs, in this upcoming webinar. Tune in live to ask Ian your digital customer experience questions.

If you are not leveraging messaging in your contact center or are in the early stages of your messaging journey, you won’t want to miss this opportunity!


Ian Jacobs

Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences. He has held several senior-level analyst roles in both the CRM and customer experience fields.


Abhay Prasad

Abhay is passionate about building products customer-back and thrives on making the connection between a real-world business need and the technological solution that will solve it. At Sparkcentral he is laser-focused on developing an enterprise-class Automatic Messaging Distribution (AMD) platform that will enable enterprises to turn expensive voice customer service interactions into messaging conversations that are convenient for consumers and efficient for agents.