Radu Ciocan

Group Director Customer Operations inwi

Main Conference Day Three - 29th October

Tuesday, May 10th, 2022

2:00 PM Panel Discussion: Design, integrate and optimise self-service channels and making them stick

The outbreak of COVID-19 has highlighted the importance of digital interactions with customers. This panel will draw experiences from senior leaders on how they are taking their digital platforms to the next level to be able to serve customers better:

·        Redesigning the front end customer experience online

·        Integrating digital platforms to ensure a seamless customer experience

·        Developing digital capabilities to break down the silos

·        Analysing and evaluating the usage and effectiveness of your self-service channels 

Day 3 Interactive Discussion Groups - 5th November

Saturday, May 11th, 2019

3:00 PM Best practices to structure your digital channel approach and manage customer behavioural change

·        Boosting live chat to facilitate the digital transformation of Customer Service

·        Adjusting your approach according to customer behavioural changes

3:00 PM Best practices in implementing Workforce Management (WFM)

·        Focusing on processes and quality when implementing a WFM system

·        Measure your workforce management performance

·        Setting realistic targets and developing KPIs

Check out the incredible speaker line-up to see who will be joining Radu.

Download The Latest Agenda