“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.

Cook shares her in-depth analysis on what technological advancements mean for customer service teams, how businesses can best respond to rapid change, and why delivering a positive customer experience requires a synergistic relationship between digital and human.

Delve into this expert presentation, delivered at CCW Europe’s November 2021 Exchange event, on digital versus human.

Get free access to key learnings and understand how to:

• Handle customer expectations, rapid technological change, and service delivery in a market that is constantly evolving.
• Invest equally in technology and human interactions.
• Drive positive change in the customer contact industry and achieve seamless customer journeys.
  

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 results, how to organise contact centre operations to drive value for both the customer and the business, and how to seamlessly and effectively enhance CX.

Luna Dekker, Managing Partner, CX and Change Management BU Lead at Tenzing explained in the discussion: “Attracting and retaining customers can be hard as they expect higher personalisation, proactivity, data protection, and a great experience across all channels. I would also add, the job of the agent is becoming more complex and valuable as customers increasingly demand a seamless service and experience.”

To position your business as an agile leader in the market watch the discussion to learn about:

• Optimising channel strategy and execution
• How to implement effective knowledge management systems
• Agent tools and specialisation
• Improving the adoption and quality of self-service channels
  

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