2020 Programme

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Using insight to strengthen your Customer Experience Programme

11 Nov 2020
Keynote Theatre 1

It’s one thing to generate feedback from customers, employees and partners. Understanding it and using it to drive action at a cultural, strategic and tactical level is quite another. In this seminar we’ll look at the pillars of a sustainable customer experience programme and how insight is used to ensure we’re focusing finite resources on the things that will drive most value for our customers and our business.

3 key delegate takeaways from session:

  • The six core competencies of an effective customer experience programme
  • The questions we should ask ourselves, our employees and customers to understand how well we’re doing
  • How insight can be used to guide our strategic direction and operation delivery
Speakers
Jerry Angrave, Customer Experience Director - Empathyce
Genesys