Increasing touch points for customers have significantly increased the complexity of delivering a consistent, high quality customer experience. Gone are the days of having to provide consistency across just email and telephone channels. With the introduction of additional channels like live chat, chatbot, apps, in app messaging, Facebook the challenge is in coordinating each of these services to provide what the customer needs, with an experience that delights, every time.
This workshop is an opportunity to benefit from the insight of Raed Moukarem, Executive Director- Member and Market Insights at USAA. We invite you to share with us beforehand, your biggest challenges in delivering a high quality Omnichannel experience, Raed will be tailoring this workshop around your biggest collective pain points.
What you will learn:
- How to drill down into what your customers require from each channel
- How to create a culture of service, which permeates across all channels
- How to simplify management of the omnichannel environment
- Tips for creating better services
Executive Director, Member and Market Insights