The pandemic has dramatically shifted the Customer Experience landscape.
The nature of customer queries has changed; their channel preferences have shifted to be increasingly mobile and increasingly they expect businesses to provide 24 / 7 service. On top of this, CX leaders are having to navigate this changing landscape while the pressure to control costs has increased, and a significant proportion of staff are working remotely.
With this in mind, CX Live: CX APAC Online 2021, now in its 3rd year, will be focused helping CX professionals navigate these significant changes with a focus on:
Self Service – leveraging digital channels to ensure customers have access to information 24 / 7 and reserve voice channels for high value customer interaction
Data and Analytics – leveraging data to enhance customer understanding and increase personalization
Automation – utilizing automation to increase efficiency and reduce the administrative burden
Employee Experience – ensuring service staff working remotely are kept engaged and focused on delivering customer excellence
Omnichannel – engaging seamlessly with your customers across multiple channels
Customer adoption – supporting customers in the transition from face to face or contact center service to digital channels
Pizza Hut APAC Utilizes First-Party Data to Get Products to Market Quicker
Red Cross Australia Increased CSAT Scores to 8.2 through Customer Engagement
Vodafone India - Integrate Digital into Your Overall Customer Experience Strategy