Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service. This discussion will explore how businesses can enhance customer engagement and turn challenges into opportunities for building loyalty. CSG's platform focuses on journey analytics, real-time decisioning, and digital communication tools across various industries, from telecommunications to healthcare. The session aims to provide practical strategies for improving customer interactions, particularly in a challenging economic environment.
The future of advertising without third-party cookies is also examined. We will look into how ads can remain effective and precise using first-party data, referencing examples like Amazon's targeted recommendations. With the shift away from invasive tracking, the importance of context in advertising is highlighted, promoting customer engagement while respecting privacy. The talk will cover how to maintain a relevant and respectful connection with customers in a changing digital landscape, where technologies like generative AI are emerging.
