Angela Grayson

Contact Centre Manager Hello Fresh

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

2:30 PM CASE STUDY: Driving Quality and High Performing CX Engagement In The Growing Hello Fresh Contact Centre to Ensure Customer Retention.

In 2018, Hello Fresh delivered over 7.5 million meal kits worldwide to their customer base. Hello Fresh has continued to grow since its beginning and is creating a disruption in the grocery delivery industry, competing against the likes of Coles and Woolworths delivery services. However, Hello Fresh offers an experience to customers, creating meal preparation kits that assist with everyday living. In response to the rapid growth the organisation has faced, Hello Fresh is investing its time and efforts in ensuring its large contact centres are practices solid CX practices for their customers. Angela Grayson will discuss the following;

  • Mastering the Omni Channel Experience to increase productivity and drive further efficiency across the organisation.
  • Measuring the Quality of customer experience in the contact centre, using customer feedback data in real-time to improve retention.
  • Driving productivity through staff engagement and improved employee experience, across all contact points with the customer.

Chair:


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

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