How to Drive Outstanding Customer Experience through Operational Agility

Delivering outstanding customer experience (CX) is mission critical. Getting to that point, though, is a tough act in today’s business climate given that the customer management industry is facing a new wave of disruption: challenges around recruitment, an increasingly fickle loyalty landscape, the judicious use of artificial intelligence (AI), and maintaining the return on investment (ROI) of the contact centre, to name just a handful of obstacles.

In this fast-paced world of digital transformation and shifting consumer demands, businesses need to be ready to pivot their strategies and tactics accordingly. Or, in other words, they must have operational agility built into their business model. This could involve regularly evaluating structural systems, optimising live campaigns in real time, improving technological processes, or simply staying abreast of the latest industry trends. In this guide, we explore how brands can set themselves up to do all that, and more.

We dive into:

• Ways to nurture a culture of adaptability through training and development opportunities
• How to break down cross-departmental silos
• How agile business practices can enable CX teams to respond quicker to customer needs
• The importance of embracing automation and AI-powered tools
• The value in getting back to basics and developing contingency plans

With exclusive insights from:

• Phillip Purdy, The Global Customer Care Lead, Elvie
• Wayne Grimshawe, Group Director of Customer Care, Albelli-Photobox Group
• Antonius Michielsen, Vice President of Customer Success, Thermondo