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Question Time – CX: Proving it works
Wednesday 28 July, 2021 @ 2:00 pm - 3:00 pm
We are (mostly) convinced that enhancing customer experience will result in better engagement, customer loyalty, profitability and results. Ask the panel to prove it?
20 years on, Steve is still hoping to prove what he thinks he knows; that better customer experience does drive loyalty and profitability
Operational effectiveness is optimised by, and predicated on, a composable customer journey delivering exemplary CX. Compose with aplomb, reap rewards.
Voice analytics has the power to transform; it helps us truly understand customers and ultimately what’s driving success and failure.
Great contact centres require great people! Only by recruiting and retaining talented agents can we deliver CX that meets customer and business expectation in a post-pandemic world. Katy comments on the people trends and data currently affecting CX success through changing workforces.
Leading the team at Customer Whisperers, Nikki is contagiously passionate about Customer Experience, proud to be improving the experience of millions of UK customers through their work with big, bold, disruptive brands.