The global pandemic has led to massive and unprecedented disruption in the way organizations are supporting and servicing their customers. The shift from face-to-face interactions to increased adoption of digital channels and shopfronts is increasing the complexity of data. At the same time, customer care services are facing hyper growth and talent challenges across most Tier 1 countries. Top of the customer agenda during this time of growth is implementing new ways to capture customers, modernizing platforms to enable digital transformation, and improving the support and enablement of talent. To address these challenges, our panel of experts will discuss how organizations can:  

* Modernize their transformation platform 
* Transform their delivery strategy based on changes in domestic labor availability and cost 
* Balance domestic, nearshore, offshore, and digital workers
* Leverage intelligent automation as a medium to drive meaningful, frictionless customer interactions in the customer operations space.