Modernizing Market Leadership Innovation and CX Transformation

Jeff Cotten, CEO of Alvaria, explores how industry leaders like Alvaria adapt to maintain market leadership. Alvaria, formed by the merger of Aspect and Noble, excels in serving large, complex, and regulated enterprises even during challenging times. Jeff highlights the shift from business continuity to innovation, focusing on productivity, engagement optimization, and reimagining the CX workforce. He emphasizes leveraging digital channels and AI for improved customer and employee engagement. Despite rapid consolidation in the CX industry, Alvaria stands out with its strong partner ecosystem, powering platforms with top-notch workforce engagement and proactive outbound capabilities.