Webinar Recording

How to Turn Your Contact Center Interactions into a Data Gold Mine

The contact center is a gold mine of insights - a crucial channel available to assist and support customers, especially when immediate answers are needed.

But why do customers reach out to contact centers in the first place? Is there a breakdown somewhere in the customer journey? Is it because digital experiences are not living up to expectations?

Listen to this webinar and hear Jenn Oyler, Head of Customer Experience at Principal share how Principal Financial transformed their contact center into a center of excellence.

Following Jenn, listen to a virtual fireside chat between Principal Financial, Salesforce, and Medallia exploring:

  • Why customers call your contact center to begin with
  • How to break down silos between your contact center and digital team
  • How to spot — and fix — costly problems before they break the bank


Jenn Oyler, Head of Customer Experience, Principal Financial 
Gary Samuels, VP, Industry Business Consulting, Financial Services
Jordy Leiser, SVP, Contact Center Suite, Medallia 
Brian Canotr, Principal Analyst and Director, CCW Digital

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