Lisa Steele

Customer Services Director BGL Group

Agenda - Thursday 4th November (All times GMT)

2:55 PM Panel Discussion - The Transformational Journey Toward the 'Connected Customer'

·        How to create an omni-channel customer journey that truly reflect the connected customers’ expectations in speed, simplicity, authenticity and personalisation

·        Discuss how we define success in the new age of customer contact – how do we monitor, attach KPI’s and measure the intangible results of CX?

·        Progress from a traditional ‘call centre’ to a 360° support function for both customers and the business

Check out the incredible speaker line-up to see who will be joining Lisa.

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