How do you as CX practitioners inspire other leaders to prioritise service over sales?

It’s less complex to get the tasks and tangibles right in your CX, than it is to influence the treatment of your customers; the human interactions between employee and customer?

Our desire for speed and convenience is compromising our customers’ greatest and basic need as humans: care, kindness and one-on-one attention, therefore the relationship with customer is at risk of becoming transactional.

You may have an organisational culture where certain departments and employees believe that customer service is not their job and you can see the benefits of shifting mindsets, so everyone thinks; ‘What’s best for the customer?’

This presentation takes a deep dive into what human qualities need to be taught to create an emotional connection with customers.

Following on from the presentation, Jaquie will then lead an interactive workshop, giving you the opportunity to unpack some of your current frustrations and challenges around employees’ beliefs and daily habits that seem to interfere with the human touchpoints of exceptional service.