In a mobile-first world where 90% of consumers want to interact with brands through messaging, businesses need to be where their customers are more than ever. But with the proliferation of new channels like WhatsApp and Alexa comes a host of new technical and operational challenges. How do you manage these disconnected channels without creating a fragmented customer experience? And how do you deliver conversational experiences that are personal and personalized through a mix of AI and human agents?
Warren Levitan, co-founder and CEO of omni-channel messaging platform Smooch, and Sid Banerjee, Executive Vice Chairman, Founder and Chief Strategy Officer at Clarabridge, explore the emerging business messaging landscape and what it means for the future of customer support.
Co-Founder & CEO, Smooch
Warren Levitan is co-founder and CEO of Smooch, the omnichannel conversation platform. Founded in 2015, Smooch connects any business software to all the world’s messaging channels for a more human customer experience. It has been a recognized as a Cool Vendor in Conversational Marketing by Gartner, Startup of the Year by Techvibes and one of Canada’s most innovative companies by CIX.
Executive Vice Chairman, Founder & Chief Strategy Officer
Sid Banerjee is the Executive Vice Chairman, Founder & Chief Strategy Officer at Clarabridge. He provides executive leadership and strategic direction and is a well-known expert in customer experience, business intelligence, and text mining. Over his career, Sid has amassed over 20 years of business intelligence leadership experience.