As customer management leaders head into 2023, they face very different customer behaviours and expectations to those of just two years ago. The global COVID-19 pandemic and the rising use of technologies such as artificial intelligence, robotic automation, and the cloud, have all posed new challenges for business leaders to address, but they have also provided opportunities for brands to reimagine and reinvent their relationships with customers.

In this exclusive panel discussion from CCW Europe’s flagship summit in October 2022, featuring CCW Europe’s Advisory Board members and Dekyi Boorsma, Director of Customer Service EMEA, at Netflix, the experts converse over how they are managing their most pressing customer experience (CX) challenges today and leading their digital transformations in 2023.

Jann Hoffmann, Head of Traffic Tower at Telia Denmark and a member of CCW Europe’s Advisory Board, explains: “For industries that know they will have peak periods at certain times – such as in banking, we have peak periods at the end of every quarter, and in retail, Christmas is a peak period for them – make sure you are equipped with continuous learning processes to ensure you are able to plan ahead more effectively. Make sure you are providing your customers with easy-to-access and easy-to-understand resources.”

Immerse yourself in the discussion and cover topics around:

• How to balance high-impact CX with minimal organisational resources.
• The role of automation and digitalisation to improve the agent experience.
• How to effectively plan for peak periods of business with an energised workforce.