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
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.
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)
(Wednesday) 11:40 AM
Lauren Kindzierski, Vice President of Consumer Engagement Solutions, HGS
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