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23 – 24 March 2021 | Free to attend
Leveraging Self Service to Increase Customer Experience, Reduce Contact Volumes and Improve Efficiency
The increased customer preference for digital channels, alongside the reduced capacity for service that many businesses experienced during the pandemic, has dramatically accelerated the adoption of self service capabilities.
While this initial surge in adoption was driven by necessity, it is clear that self-service is now here to stay, and its success depends on how successfully it is integrated into a truly omnichannel service model.
Self-service channels empower users with access and control without the need to wait for agent assistance. As a result, organizations will see their cost-to-serve expenses drop. With that in mind, CXN Live: Customer Self Service 2021 will be focused on:
Omnichannel integration: integrating self-service into your existing channel framework, and ensuring a consistent tone throughout
Automated task management: enabling customer to complete frequent, simple tasks by themselves
Chatbots: leveraging chatbots to handle low value, high volume contacts
FAQs: linking speech and text analytics to the most common issues facing customers, and prioritizing answers to those on your website
Apps: utilizing mobile to engage customers in their favored channel
Service Design: ensuring that your digital services are simple to use and navigate
Authentication: striking the right balance between ease of use and security
4 Reasons to Attend
Hear the best case studies from across the globe
Access the content on demand and watch in your own time
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