Improving Customer Experience During COVID-19 the Focus of ISG Smartalks Webinar

Nachrichtenquelle: globenewswire
02.06.2020, 20:06  |  104   |   |   

June 4 event will review how digital upgrades to contact centers, operations and support organizations can boost client service

STAMFORD, Conn., June 02, 2020 (GLOBE NEWSWIRE) -- Experts with Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, will discuss how businesses can redesign their operations to better support customers and reduce costs during the pandemic and the recovery that follows, in the next ISG Smartalks webinar.

Iain Fisher, director, ISG Digital Strategy and Solutions; Wil Harris, director, ISG Automation, and Stanton Jones, director and principal analyst, ISG Research, will host the live, hour-long ISG Smartalks session, “The Future of Work – Redesigning Operations and Customer Experience,” Thursday, June 4, at 11 a.m., U.S. Eastern Time. The three will discuss how organizations can use the pandemic disruption as an opportunity to improve their customer experience by focusing on innovative digital solutions for their contact centers, back-office operations and support organizations.

The coronavirus pandemic has exposed the operational limitations of many companies, and customers are reporting wildly different experiences with customer service,” Fisher said. “Scalable digital strategies improve customer experience even when operations are challenged, as evidenced by the fact that organizations that have implemented digital capability and capacity are thriving, while those that have not are struggling.”

Harris said enterprises should be working now to improve customer experience, revise their plans for how and where services are delivered, manage the cost base and take advantage of changes already embraced by their workforces. Automation technologies such as augmented reality are powering remote buying and e-commerce, and social network e-commerce is on the rise, with buying options becoming integrated into social media feeds.

“To protect businesses going forward, customers must be able to self-serve and connect with services anywhere, through any channel at any time,” he said. “This requires business to provide a workplace that allows employees to work anywhere, to serve the customer at all times and deliver continually excellent service.”

To register for the June 4 webinar, please visit this webpage.

About ISG 

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 75 of the world's top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit

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CONTACT: Will Thoretz
Information Services Group, Inc. 
+1 203 517 3119

Jim Baptiste
Matter Communications for ISG
+1 978 518 4527

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