CONFERENCE DAY ONE
Tuesday, June 18th, 2019
Collaboration amongst your employees, functional departments, and trending CX technologies is the single biggest enabler of customer satisfaction or dissatisfaction. A lack of effective collaboration is easily visible to the customer. It shows up in the transaction itself (being passed from department to department, or through self-serve opt-out), in your customer surveys (“the right hand doesn’t know what the left hand is doing”), and in your internal NPS surveys.
This talk will help you to establish the following key elements of CX success within your teams and have your people aligned in the same direction, empowered by the same ideal journey vision, as you work to elevate the Customer Experience:
· Leadership buy-in
· Shared business objectives
· Alignment on other departments’ role in CX
· The Human element