[Replay] Digital and AI rewrite the rules of customer engagement featuring Forrester and Belfius

In this webinar, our guest speaker from Forrester will walk us through the new CX reality and how advanced technologies can help you transform your contact center into a full-on customer engagement center. Customer Belfius Insurance will tell us all about how they accelerated digital-first engagements and embraced AI-powered CX technologies to deliver truly customer-centric experiences.

As customer behaviors continue to shift online, providing instantaneous service and digital experiences is essential to creating lasting, memorable experiences. Your contact center, empowered by Digital and Artificial Intelligence is central to your overall omnichannel communications strategy and giving customers the personalized attention they want. While conversational bots empower customers to self serve and handle contact qualification, virtual agents execute admin-driven processes to optimize operations efficiency. Your employees are freed to handle more complex interactions and unlock business opportunities.


Digital and AI rewrite the rules of customer engagement



  • Max Ball – Principal Analyst, Forrester
  • Pascal Buyle - Deputy Head of Customer Services Life & Health, Belfius Insurance
  • Stephane Minana – Head of Europe CX & UC Sales Experts team, Orange Business
  • Neel Davda – DX Specialist - Enterprise, Genesys

Intended audience

Heads of Customer Service Operations, CEOs, CDOs, Contact Center Managers/Directors, COOs, CX Managers, Heads of Marketing, CTOs