VP of Contact Center, NWN

Why Hyper-Personalized Journeys are the Next Big Thing in CX

Kevin Basden VP of Contact Center, NWN

Need an avenue to gain greater customer loyalty? In the contact center, hyper-personalized journeys leverage AI, machine learning, and real-time data to create custom CX. Moving beyond basic personalization by understanding individual needs and history for increased engagement has major benefits. Read this week’s blog on how NWN’s CX solutions integrate data across touchpoints, providing tailored experiences that meet evolving customer expectations across industries like banking, healthcare, and insurance.

03.27.2025

Webinar Recap: Shifting from call centers to experience centers, and the role AI and operational efficiency play in shaping CX

Kevin Basden VP of Contact Center, NWN

This session turned out to be a goldmine of insights for CX tech enthusiasts and decision-makers alike! In this week’s blog recap, Kevin Basden emphasized the pivotal role of improving agent effectiveness and addressing business recovery, risk, compliance, and cost. Read on for our webinar recap on the “Orchestrated Customer Journey with Genesys” supported by NWN’s white glove service.

10.31.2024

Leveraging AI for Enhanced Contact Center Efficiency:

Kevin Basden VP of Contact Center, NWN

In our recent Pizzacast, “Planning Your AI-Powered Contact Strategy,” we delved into AI’s significance and practical applications in contact centers. Joined by Chris Miller from Five9 and Kevin Basden from NWN, we discussed key use cases, benefits, and potential hurdles in adopting AI technology. Catch the replay here!

08.27.2024

How Community Banks and Credit Unions Leverage Technology for Personalized Service

Kevin Basden VP of Contact Center, NWN

Community banks and credit unions have an opportunity to use technology to compete with the big financial institutions. Blending personal service with innovative technologies creates a banking experience that resonates with those who want full service and customers who prefer self-serve. Kevin Basden, VP, Contact Center at NWN shares how to leverage AI-powered solutions and services to enhance CX and EX.

07.18.2024

Automate your Customer Interactions with AI in the Contact Center

Kevin Basden VP of Contact Center, NWN
Keli Davis Vice President, Strategic Partnerships, IntelePeer

Gartner’s survey on 2024 Top Priorities for Customer Service Leaders highlights a strong emphasis on self-service, GenAI, and analytics. Dive deeper into these key areas with insights from thought leaders at NWN and a guest blogger from IntelePeer.

05.16.2024

Modernize your Contact Center to Improve Customer Service

Kevin Basden VP of Contact Center, NWN

Balancing Agent-Assist and Self-Serve in the Contact Center Our Contact Center practice is excited to continue last year’s success by solving the business challenges of hybrid work and distributed agent teams. NWN recently partnered with Five9 to assist a large insurance company in their migration to a cloud contact center. The customer described the experience […]

02.10.2022