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