Anthony Brown | Director of Solution Consulting
Nice

Anthony is a passionate and creative Customer Experience Specialist with over 20 years’ experience in delivering contact centre projects and leading complex solutions sales. His comprehensive knowledge of emerging technologies such as big data, real-time analytics, and mobile solutions all help his mission of transforming customer experience in the digital global economy. His commitment to digitally transforming customers and developing ‘connected’ experiences for their customers has led to Anthony regular presenting at Industry Events.

Appearances:

Day 2 @ 10:40

Nice Breakout Session - How omnichannel contact centre solutions can help tertiary institutions deliver comprehensive student support

After two years of fluctuating learning conditions, students have returned to university campuses in droves, many of whom had never attended the campus in person. For LaTrobe University, this created a new and challenging environment with two separate yet similar new student populations: those entirely new to university; and those returning students who were entirely new to the university campus and face-to-face learning.

Join Anthony Brown, Director of Solution Consulting, NICE, Kirsty Hunter, Customer Experience Practice Leader, Optus, and Joanna Shaw, Deputy Director, LaTrobe University, to learn how LaTrobe University used contact centre solutions to navigate this challenge. They will discuss how tertiary institutions can leverage smart contact centre solutions to deliver frictionless experiences for students regardless of location.

In this session, we’ll discuss:

how omnichannel solutions can help deliver more comprehensive support to higher education students with lower resilience

how personalising digital experiences can lead to more streamlined student experiences

why tertiary institutions need to deliver omnichannel solutions in their contact centres for more streamlined, frictionless student experiences across campuses.

Anthony Brown, Director of Solution Consulting, Nice

Kirsty Hunter, Senior Director Customer Experience Practice, Customer Solutions & Cloud, Optus

Joanna Shaw, Deputy Director, Student Advising, Student Experience, La Trobe University