June 18 - 19, 2019 | Marriott Marquis Washington, DC, USA
Ron Rout, SVP, Business Customer Service at Rogers Communication
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Ron Rout


SVP, Business Customer Service
Rogers Communication

CONFERENCE DAY ONE

Tuesday, June 18th, 2019


5:25 PM DRIVING THE CX CULTURE AND THE PARADIGM SHIFT

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

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

Download The Latest Agenda