Contact centres, transparency and empowerment are pivotal to delivering on customer experience promises for QBE’s Kathryn Wood.
From choosing CX KPIs to defining them and understanding how your contact centre fits into the equation, we take a look at the top five takeaways from this year’s symposium.
Chello’s Lindsay Rogers fills us in on five things from SxSW that will impact the relationship a customer has with a brand in the future.
While you need the systems in place to underpin an organisation’s customer experience proposition, culture is the most important piece of the puzzle, says ING Direct’s Lisa Claes.
Visiting Merivale’s world-class venues is only one part of the customer experience. Merivale’s Andrew El-Bayeh outlines how the hospitality group is thinking CX before customers step foot inside.