11:40 AM - 12:10 PM
Customer experience is a key enabler of growth. A good customer experience must be fed by genuine insight into customer needs and interests and must evolve in line with those needs, keeping pace with customer expectations.
Technology plays an important role in harnessing the wealth of prospect and customer data available, increasing productivity and improving efficiency, but has it delivered in terms of the quality of CX that brands need to stand out?
This session will look at the importance of an agile approach in delivering a successful customer experience strategy. It will consider the key elements of an agile approach and the role of digital and non-digital channels, in particular, the contribution of voice contact.
The session will cover:
- The importance of a good CX strategy and what it looks like.
- What is meant by an agile approach and why agile is important to CX
- Why voice is a key component of an agile approach
- The value that voice can add across the whole customer journey.