There are many crucial elements to creating a great customer experience. Most organisations give themselves a big CX tick – when things are going well. But what about the exceptions? How do you manage customer experience and, in particular, self-service journeys when things veer off the customer planned journey map?
Your Net Promoter Score and conversions are heavily affected by the quality and relevance of all customer interactions. However, most organisations don’t pay enough attention to how important a part their contact centre plays within the end-to-end customer journey.
This session will guide you through how you can create seamless, insight-driven customer experiences across your digital channel AND contact centre to engage your customer and enrich the experience
Michael Slip, General Manager, Customer Experience and Collaboration Business Unit, Dimension Data