april, 2021

12apr9:30 AMSuccess Story – Determining and Measuring Outcomes for Impact!9:30 AM Rockstar Insights: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company
Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

Event Details

In these dynamic times for customer engagement, we must ensure we leverage the customer metrics that matter most. Unfortunately, data alone won’t drive the transformation required to win and often can generate an environment that supports conflicting priorities. Embracing a ‘client-first’ metrics-driven approach enabled HBC to dramatically improve quality and costs to expand a legacy of service, quality, and style in today’s retail environment.

Key Take Aways:

  • Best practices for identifying the priorities of your customers throughout their journey
  • Ways to generate insight from contact center metrics to grow customer preference and loyalty
  • Insight on translating metrics to create the stories that engage the organization to strategic action

Time

(Monday) 9:30 AM

Rockstar Insights

Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

Speaker Link

Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company

Speaker Link

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