27apr10:20 AMStrategic Boardroom Zone 1: Becoming a CX Leader: Create the Right People Strategy for Your Business10:20 AM Fab Facilitator: Gary Magenta, Senior Vice President, Customer Experience, Root
By the time your customer reaches a live agent, they really need an expert. So, your agents better be ready. And their ability and skill set starts with YOU. Brands
By the time your customer reaches a live agent, they really need an expert. So, your agents better be ready. And their ability and skill set starts with YOU. Brands that will lead the next generation of CX in are the ones implementing a multi-pronged strategy that prioritizes both tech and people equally. CX guru and workplace coach, Gary Magenta, will lead you through an interactive diagnostic to evaluate your current customer experience strategy and introduce the steps on how to create customer loyalty for life.
- Insights on why agents are owners: today’s agents aren’t simply just information-givers, they are problem-solvers with the responsibility to fix the issues of others consistently. Leaders can help their agents live up to their new roles by empowering them with the knowledge, freedom, and confidence to solve issues the way they think best. The result – customer loyalty
- Blueprint of why managers are a priority: leaders need to ensure they are prioritizing their managers as much as they are prioritizing their tech integrations. Managers’ job and skills are evolving because the people on their teams are changing and they must coach their frontline agents in new ways in order to meet the needs and demands of CX in 2020 and beyond
- Guide to why your CX Strategy must always be evolving – to win in CX today; you need to have a twofold strategy that includes a focus on tech andpeople. Bots and automated tools are essential to thrive in CX, but the focus on the human element must not be sacrificed
(Monday) 10:20 AM