10:00 AM - 10:30 AM
With lots of focus and energy on the What and How of CX, who is worrying about the When? Steve is…
Armed with insight form a range of recent studies on the impact of “When”, this session will share how your CX could fly (or die) depending on the timing of your interactions, even down to the hour of the day. Most humans perform better or worse at different points, but have you considered this in terms of your customer experience? You may have the right CX process, technology and models to follow, but are you being dealt a fatal blow by your customer-facing colleagues?
You’ll leave this session knowing:
- How to look for the peaks and troughs in CX performance
- How to best manage both people and communications to maximise results
- How this timing insight could improve your marketing campaigns
- How the “When of CX” can help your Sales team, HR, even your CEO