This con­tent was pre­sent­ed dur­ing the Sales and E‑Commerce track of ASUG­FOR­WARD.

As cus­tomers’ con­trol of the con­ver­sa­tion with brands grows, the shift from one-way com­mu­ni­ca­tions to con­ver­sa­tions is chang­ing how orga­ni­za­tions pre­pare them­selves to sup­port that shift. This ses­sion will cov­er the peo­ple, process­es, and tech­nol­o­gy deci­sions you will need to make to sup­port this shift more fully.

Speak­ers

• Este­ban Kol­sky – Head of CX Strat­e­gy, SAP