June 4, 2019, 2:45PM - 3:30PM EDT
Premier Ballroom 316
Senior Director, Customer Service ToolsCox Communications, Inc.
Senior Director, Customer CareCox Communications, Inc.
Cox Communications recognized the need to improve both customer and agent experiences. Learn how a unified business and technology team aligned resources and streamlined prioritization to deliver one of the most successful projects in Cox’s history. This session will explore the governance, development lifecycle, and prioritization techniques the team used to drive data-driven business process decisions.