august, 2020

18aug11:40 AMRoundtable Zone 4: Using Customer Journey Analytics to Improve Agent Effectiveness and CX11:40 AM Fab Facilitator: Lauren Kindzierski, Vice President of Consumer Engagement Solutions, HGS

Event Details

Delivering excellence in customer journey is not just about understanding your customer expectations and effort, it is also about knowing how your employees guide the customers through the journey. In this session learn to discover the path your customers and your employees take for CX delivery, how to identify friction and key drop out points & solve them.

Key Take-Aways:

    • Insight on the correlation between EX & CX – just business economics
    • Guide to navigating thru the ocean of data to identify: Wow & How moments for customers & agents
    • Blueprint of how to achieve a 36o degree view of the customer for better personalization and insight into the customer journey
    • Ideas & tips on how to build a loyal fan base (customers & agents)

Time

(Tuesday) 11:40 AM

Fab Facilitator

Lauren Kindzierski, Vice President of Consumer Engagement Solutions, HGS

Speaker Link

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