april, 2020

28apr11:40 AMRoundtable Zone 4: Using Customer Journey Analytics to Improve Agent Effectiveness and CX11:40 AM Fab Facilitator: Mandeep Kwatra, Vice President of Global Solutions and Capabilities, 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

Mandeep Kwatra, Vice President of Global Solutions and Capabilities, HGS

Speaker Link

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