Enhancing Customer Experience through Omnichannel
Integration, Customer Self Service and Employee Engagement
July 12 - 14, 2022 | Free CX Network Online Event
Bruce Swan
General Manager, Customer Care and Digital Service Panasonic
Bruce is a dynamic, results-driven customer service leader, that is both creatively entrepreneurial and scientifically meticulous. He has extensive experience strategically directing global contact centre and customer service operations. Capable of turning innovative thinking into practical and profitable solutions, with the proven ability to assemble and retain world-class customer service teams.
In his role current role, Bruce leads Panasonic’s digital customer service teams setting the strategic direction for customer service operations, with expertise managing business transformation. An expert at enhancing business profitability, productivity, and customer experience in cross-cultural environments. He has vast experience delivering robust, creative, and engaging customer journey experiences across multiple communication and social media channels, whilst monitoring ROI and MI at each touchpoint.
Day One: Tuesday 12th July 2022
12:00 PM Transforming the Contact Center from a Transactional ‘Cost Center’ to a Value Adding Strategic Enabler
Bruce and his team have focused on the contact center’s role in building loyalty, advocacy and repeat business. Recognising that focusing exclusively on customer issues would never enhance customer loyalty, they instead focused on providing proactive content to support customer product use and problem avoidance. Off the back of this transformation, they have seen a 70-point swing in agent NPS, a 25-point swing in NPS and a 100% increase in revenue. In this session, Bruce will cover how they achieved this through:
- Implementing a social and eLearning program to support product use
- Effectively partnering with their outsourced contact provider to provide both front line and escalation services
- Leveraging self-service content to provide information in advance of customer issues
- Moving from traditional measures such as service level and handle times to customer effort, success, and emotion
- Focusing on the impact of digital technology before implementing it – does it introduce or reduce effort on the part of the customer?
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