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Accelerating Your Digital Customer Service Strategy
Thursday 3 May, 2018 @ 9:00 am - 4:30 pm
If you need to find a way to track customer digital adoption to align my service investments, or need to set the right balance between automation and the human touch to retain loyalty, then This masterclass provides the examples, frameworks and thinking time to accelerate you on that journey.
Customer Service is being disrupted. Customers have adopted digital lifestyles and passed on those expectations to brands. This translates into omni-channel fluency, 24×7 responsiveness and everything being fixed as speedily as possible. Few organisations are even close. And that’s before the bar gets even higher.
This is why a digital customer service strategy is now essential. The days of endless action lists are over as a way of staying ahead. Instead, space for reflective thought and inspiring input, resulting in a clear view on your key priorities, is what service leaders really need.
This masterclass provides the examples, frameworks and thinking time to accelerate you on that journey.
Participants will learn how to:
- Respond to the ever-changing drip feed of customer and market change
- Track changing customer behaviour to make more informed investment decisions
- Improve the quality of customer engagement
- Adopt a framework for optimising your engagement mix
- Align your people strategy
- Embed a service innovation culture
CCO’s, Directors of Customer Service, Customer Experience, Digital or Operations should all attend, designed for those who want to advance beyond the ‘Digital First’ milestone.
All prices + VAT
How to book
To book your place, please complete the RSVP form below. We will return your email with the booking process. We aim to do this within two working days.