This panel will deep dive into the role automation and digital services play in driving better and more seamless customer experiences. With the uptake of online services during the COVID-19 pandemic, businesses have discovered the value of digitising the customer experience and creating simplified processes for both efficiency and cost-savings.

The question on everyone’s mind? When there is a plethora of services available, where do we start?

• Driving operational efficiencies through online payment and communication portals to create seamless digital journeys
• Determining at what stage should the CX and marketing function shift from customer acquisition to customer retention in maintaining ongoing revenue
• Automating the right processes – what are the challenges involved and where do we begin?

Panelists: