Learn the importance of breaking down every element of your CX strategy to ensure customer experience becomes the heart of your company mandate.
Lego’s Director of Service and Performance Management, Peter Evans, will delve into how his department created a strategy within their shared service department to ensure each area of the organisation were able to execute the same brand voice across all divisions – including finance!
With customers setting the expectations on how a brand experience should unfold, this panel will discuss how real CX change begins not with data, but with understanding what truly makes your company unique to your customers. Learn to remain relevant to an emerging cohort of customers who want to play by different rules!
With every step of the customer journey now conversational, learn how you can bring marketing, sales and service operations together to create a personalized customer relationship throughout the brand lifecycle.
Through learning new ways to leverage the latest messaging, this panel will discuss how AI and automation can transform the way we communicate with customers, creating new services and a unified brand voice.
This session will delve into the key strategies you need to ensure every department within your organisation is adhering to brand voice and working collaboratively to achieve enterprise-wide CX. Gaining executive buy-in is the first step, but isn’t the last!