The Resolution Catch: Why Great Conversations Are Just the Starting Point

Why great conversations aren’t enough. Resolution is the measure that matters.

AI is making customer interactions faster and more conversational. But a better interaction doesn’t always mean the customer’s underlying issue was resolved.

When the work behind the interaction remains disconnected across teams, processes, and systems, shifting to AI-powered conversations alone can add another layer to the same broken workflow.

Join Michael Ramsey, GVP Product Management at ServiceNow, and guest speaker, Forrester VP and Principal Analyst, Laura Ramos, for a discussion on why resolution, not just conversation quality, is the true measure of value in the customer relationship, and how service organizations can align around outcomes that matter to both the customer and the business.

In this session, you will learn:

• How service leaders are redefining success — including what resolution means as an outcome and the signals and metrics used to measure it
• Why resolution extends beyond the contact center — and how customer issues can depend on coordinated work across departments, processes, and systems
• How organizations are connecting teams and technology around customer outcomes

Register now.

Speakers:

Laura Ramos, VP, Principal Analyst, Forrester Research;
Michael Ramsey, GVP, Product Management, CRM & Industry Workflows