With resources continuing to be tightened year on year, making a case for continuous investment into CX can be tricky, and finding the perfect vendor to partner with can be even trickier.  

Dan found himself in a similar position when he wanted to evaluate his then provider and create the business case to work with a new one, reaping the rewards now of a very successful true partnership that has unlocked returns to satisfy the board’s investment into the CX department.  

In this session, you will:  

• Understand the method to evaluate your current partner and uncover whether they are truly continuing to serve your organisation as you require.  
• Learn how to build a robust business case, working with limited resources.  
• Discover how to pitch the importance of investment into CX to your board.  
• Gain insights on best practices to pitching the board, handling objections, as well as visibility on approval processes.

With the rapid rise of Generative AI, like most customer service leaders, Dan & Alastair’s team felt overwhelmed by the opportunity, and crippled by the volume of information there was to navigate.

Now, over a year into their roll out, in this session you will:

• Hear insights on their successes and challenges encountered along the road of implementation.
• Learn about the three phases of implementation the NRLA mapped out with their solution provider partner to ensure a smooth roll out without disruption to service.
• Gain tips as to how they rallied a team of passionate individuals internally to push the project forward successfully, despite limited resources being available.