18may8:30 AMWelcome & Headliner – The Future of CX Is Here: Is Your People Strategy Keeping Up with Your Tech Strategy?8:30 AM Headliner: Gary Magenta, Chief Change Architect and Senior Vice President, Customer Experience, Root
As customer expectations evolve, organizations respond by quickly deploying new technologies. However, great brands know they can’t rest on technology innovations alone to inspire customer loyalty. In fact, the more
As customer expectations evolve, organizations respond by quickly deploying new technologies. However, great brands know they can’t rest on technology innovations alone to inspire customer loyalty. In fact, the more technology we have, the more we need human beings – there are things technology can never provide. Our customer service agents must become customer experience experts. By the time the customer talks to a human being, they need an expert in product/service, someone who can solve complex issues, and make a personal connection. Technology and people must be equal partners. Your technology might be ready, but are your people?
(Tuesday) 8:30 AM
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