Conference Day One: Tuesday, 17th September 2019
Saturday, August 17th, 2019
12:30 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?
3:45 PM DEBATE: Live On Stage Debate #OneOfaKindExperience - Does automation kill the emotional, human touch in the CX approach? - Virtual Experience VS Emotional Experience
With robots taking over the mundane and repetitive jobs, the human are provided with an opportunity to be involved with front line jobs. But how much is too much? What does this mean for day to day jobs? This debate will highlight the importance of human intervention vs the robotic force.
Further to 30 mins of the debate, the audience will have an open round of 10 minutes to raise questions to either member of the team.
The audience will be provided with a sheet with both team names on each side and upon completion of the debate, the audience takes the call for the winning side!
Team Automation/Team Humans