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Session 304: CX Principles Every Service Desk Should Leverage

Rebecca Roemen (Senior Consultant, CX Strategy & Operations, TTEC)

Date: Wednesday, April 22

Time: 3:00pm - 4:00pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Revolutionizing the Customer Experience

Vault Recording: TBD

Audience Level: All

Customer Experience (CX) can be an intimidating subject! There are many aspects to consider; sometimes it's challenging even to get started. This session will demystify the fundamentals of CX and examine the impact of experiences on internal and external customers. We'll explore how to measure the value of CX initiatives and communicate their importance to senior leadership. You'll walk away with an action plan to transform the customer's journey through your Support Center.

This session will cover:
- Exploring the foundations of Customer Experience and learn simple practices to launch CX initiatives.
- The impact of Support Center experiences on both internal and external customers.
- How to measure the value of CX projects and communicate the return on investment to leadership.