Enhancing online and mobile experiences through channel integration, personalisation and real time data
The pandemic has speeded the adoption of digital technologies, with several years’ worth of transformation condensed into 12 months.
The vast majority of these changes will be here to stay, with the most important legacy being the increased customer expectations of digital channels. With that in mind, CXN live: Digital CX will be focused on how to deliver best in class digital experiences by:
Effectively integrating channels to ensure a truly Omni channel experience
Leveraging data generated online to drive increased personalization and empathy
Tapping into customer sentiment through effective feedback analysis
Utilizing customer journey mapping to identify fracture points in the digital journey
Engaging UX and UI tools to optimize the digital experience
Ensuring that customers can effectively self-serve
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