Free Webinar · Online

Customers Are Knocking at Your Door. Can Your Workflows Finish the Journey?

How to design connected customer engagement journeys that reduce friction, improve outcomes, and lay the foundation for AI.

DateThu, 5 November

Time4:00 – 4:45 PM GMT+3

WhereOnline

One connected journey: Intent, Signal, Engagement, Action, Decision. Channels such as phone, chat, email, website and portal feed in; CRM automation, customer retention, revenue growth and team efficiency come out.

About the Webinar

Customers engage with businesses through more channels than ever; websites, email, chat, phone, and AI agents.

But what happens after that first interaction?

Disconnected systems, manual handoffs, lost context, and inconsistent follow-up turn promising engagements into missed opportunities.

Disconnected systems

Manual handoffs

Lost customer context

Inconsistent follow-up

The answer isn't more tools. It's connected workflows that move customers seamlessly from first interaction to successful outcome.

For over 20 years, the team behind Omnito has helped businesses eliminate engagement friction, streamline operations, and improve customer experiences.

Now, Todd Adams and Ryan Russo are sharing their real-world insights and proven strategies for identifying engagement gaps, connecting workflows, and building a foundation for smarter automation and AI.

Join us to learn how to turn fragmented interactions into connected customer journeys that drive better business outcomes.

Who owns the next step? Chat/AI, email, scheduler, phone, CRM and follow-up all hand off to one another.

What you'll learn

Find the Friction

Identify where disconnected processes, manual coordination, and lost context slow down customer engagement.

Connect the Journey

Discover a practical framework for designing workflows that connect customers, employees, communication channels, and business systems.

Get AI-Ready

Understand why well-defined engagement workflows are essential for effective automation and AI agents.

See It in Action

Explore a real-world university customer example of redesigning student engagement workflows to better connect interactions and next steps.

Who should attend

Business leaders Sales & service executives Customer experience teams Salesforce administrators Digital transformation professionals

Designed for professionals looking to improve customer engagement and prepare their organizations for AI.

Meet your speakers

Todd Adams

Chief Revenue Officer, Omnito

Todd will explore the challenges of disconnected customer engagement and introduce a practical framework for designing connected, outcome-driven customer journeys.

Ryan Russo

Account Director, Omnito

Ryan will bring the framework to life through a real-world university engagement example, sharing how discovery, workflow design, and implementation come together.

Better Engagement Starts with Better Workflows.

Walk away with a practical approach you can use to identify engagement gaps, connect your workflows, and move customers toward better outcomes.