Learn how to exceed customer expectations in the new normal!

Register for the Webinar

  • Date: 25 June 2020
  • Time: 10am (GMT+2)
  • Duration: 40mins

Power ahead into the AI-enabled future of customer service

A complimentary ITWeb Webinar brought to you in partnership with Freshworks

Customer engagement has evolved – permanently. Instead of walking into stores, customers will prefer engaging online. At the same time, agents who have adapted to work from home may be hesitant to return to the workplace post-lockdown.

Digital engagement, which had already been taking off worldwide pre-COVID, has now become a must-have. Consumers now expect more than ever from their brands – and they want their great experiences across multiple channels.

Innovative customer engagement software specialist Freshworks reported last year in its ‘New Rules of Customer Engagement Survey’ that 67% of consumers use three or more channels to engage with a brand, and 39% use five or more channels. The global lockdown has driven customer expectations and omnichannel engagement to new heights.

Freshworks, in collaboration with ITWeb, will be presenting a Webinar on what to expect in the post-COVID era, and how to evolve your customer engagement.

Learn how to drive contextual engagement, predictive engagement and omnichannel to power improved customer service. And be among the first to hear the results of the Freshworks AI and CX survey currently running on ITWeb.

Attend this FREE online event to learn more about:

  • The new normal in customer engagement;
  • Balancing work from home and bots to meet customer expectations;
  • Harnessing AI to deliver a new world of CX;
  • How to optimise costs without alienating customers; and
  • Freshworks’ solutions for enhanced digital engagement.

Learn how to exceed customer expectations in the new normal.


26 Jun 2020 - by Staff Writer Post-COVID customer service: Evolve or lose business
Post-COVID customer service: Evolve or lose business

Customer expectations have changed dramatically during the lockdown, says Freshworks.

09 Jun 2020 - by Staff Writer Freshworks outlines path to better CX
Freshworks outlines path to better CX

AI is key to better, faster customer service in the new environment, says Freshworks.

11 Jun 2020 - by ITWeb AI’s role in customer service
AI’s role in customer service

Artificial intelligence and machine learning have transformed the way vertical markets have come to interact with customers.

Expert presenter:

Sooraj Kumar

Senior solutions engineer, Mid-Market and Enterprise, MEnA, Freshworks

With over six years of experience at Freshworks and in SaaS technologies, Sooraj Kumar has been pivotal in helping businesses across South Africa deliver impactful customer experiences. An expert at solution-based selling, his hands-on experience in technology architecture, strategy and operations has enabled his teams to deliver valuable outcomes to customers in the region.

Who should attend?

Enterprise professionals tasked with customer experience, including:

  • CxO
  • CX specialist
  • CX manager
  • Customer services manager
  • Customer marketing manager
  • Customer support manager
  • IT operations head
  • Client advocacy lead
  • Client care manager
  • Contact centre operations manager
  • Client retention director
  • Retail operations director
  • Retail
  • Chief digital officer

Which industries will benefit?

This Webinar is for professionals across all sectors, including:

  • Retail
  • Financial services
  • Health services