Customer experience (CX) is everything, yet brands struggle to understand customer journeys and what drives meaningful value. Why? Front-office contact centers and back-office processes often are disconnected and go awry.  

This session will discuss a new and unique approach of applying process intelligence for leveraging front office conversational and IVR insights, and blending them with generative AI solutions, back-office process mining, and analytics to solve performance gaps, optimize interactions and drive excellence through a single ecosystem.