Panel Discussion: Digital Channels: Strategies, Challenges and Opportunities


Digital channels already are the starting point for most customer-care interactions. Yet as companies rush to respond by launching new channels, many wind up with a costlier, more complex network that fails to improve overall customer experience, reduce call volume, or lower costs. Panelists will share their strategies for avoiding these pitfalls, discuss their recent successes and identify new opportunities for delivering a seamless, tailored digital experience.



Sheenam Arora

Director, Customer Technology, Salt River Project


Sonia McCollum

Digital Strategist, Southern Gas