“There are very few things digital service cannot do… [it helps to empower agents with easy-to-access service solutions and enhances the fluidity of the customers’ journey, for example], but the human touch still remains crucial for creating emotional connections with customers,” said Anna Cook, Managing Director of Service at Sky....

Watch this engaging keynote panel discussion featuring senior customer management leaders from Orange, Firmenich, albelli-Photobox Group, Medtronic and Tenzing, to uncover their key strategies for achieving operational excellence to proactively drive customer experience (CX). The experts go beyond theory and strategy and focus on the tactics that have produced meaningful...

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