Conference Day One: Tuesday, 17th September 2019
Saturday, August 17th, 2019
12:40 PM PANEL DISCUSSION: KEY ENABLER: MANAGEMENT STRUCTURING SOLUTIONS: How to entrench the CX culture; Drawing the line between customer experience and customer service
To ensure CX is successfully implemented, organisations must provide a crystal clear experience. Customer service is a momentary action which adds up to CX, but CX is the entire journey of the customer from the very first touch point with the organization, offline or online.
Key question: How do you address the growing need for CX culture on the whole?