Eliya Lenge

Head of Executive Customer Relations UK & EU Amazon Inc

Day 2

10:55 Think Tank | Drawing a Line Between High & Low Value Customers: How to Differentiate your CX & Customer Service Strategies to Mould a High Growth Customer

Treating every customer the same is not always the way forward & it is essential to dissect what type of customer you're dealing with at each touchpoint & with every interaction.

• How can you use technology to determine the value of a customer, adapting offerings, pricings, & personalisation at scale accordingly

• Discovering which parts of the customer journey are key to distinguishing a 'high-value' from a 'low-value' customer & what returns this distinction can

give you as a company by listening to real world examples

• Crafting an engagement strategy that creates a high growth customer to strengthen customer retention rates & lowers drop off

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

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