october, 2019

29oct1:35 PMThinkTank: Strategic Mapping of an Integrated Self-Serve JourneyCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Zone:5. The Integrated Customer Journey Fab Facilitator: Mary McKenna, Director, Product Management, Interactions

Event Details

Today’s customer care market is ever-changing and enterprises are facing increasing customer demands. While it can be overwhelming to manage these expectations coupled with a growing list of customer care channels, the best place to start is by strategically outlining your customer experience journey. One of the most critical aspects to consider is how to incorporate self-service. Join this group discussion on the mapping of your self-serve experience

Key Take-Aways:

  • Insight on the rapid progression of customer care and what that means for businesses
  • Best practices for mapping out and integrating a self-service strategy into your overall CX initiatives
  • An understanding of the impact that customer engagement has on overall business strategy and success

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

The Strategic Boardroom engages participants in high-level debate and discussion around preparing the C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Time

(Tuesday) 1:35 PM

Fab Facilitator

Mary McKenna, Director, Product Management, Interactions

Speaker LinkSpeaker Link

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