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Session 207: CX Advocacy in a Digitally Transforming, Multichannel World

Jan Dietz (Global Customer Experience Manager, Stefanini)

Taffany Van Rossen (Service Delivery Director, Stefanini)

Location: Sebastian I-3

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Customer Experience, Service Management

Format: Session

Vault Recording: TBD

Audience Level: All

Understanding the VOC is a growing challenge. Customers expect a varied menu of channels of communication, including chatbots, live chat, phone support, on-site walk-up bars, and more. Now more than ever, IT managers must understand which channels customers are most likely to use, how, and the reality of their experiences.

In this session, attendees will discover how to develop a team of Customer Experience Advocates who can help maintain a focus on the customer amid evolving channel preferences in a rapidly transforming digital world. We’ll also discuss how to cultivate and educate that CX team to continuously improve CX across multiple channels of support by focusing on six key areas. Finally, attendees will learn the steps for ensuring individuals continue to get the personalized high-quality service they've come to expect. Don't let digital transformation take off and leave your CX in the dust!

Presentation File