CX 2020 And Beyond: How You Can Participate Live - Teleperformance - ContactCenterWorld.com Blog
Tomorrow morning, we will open our 2018 Leader Insights Forum: “Teleperformance Customer Experience 2020 and beyond,” at the Hotel Sofitel Legend the Grand Amsterdam.
This exclusive invitation-only event takes the customer to brand relationship as a starting point for business in 2018. We will be exploring customer experience (CX) topics that can really deliver a competitive advantage to your business.
The forum will attempt to project into the future of customer service and channel preferences. We will use insights from present day case studies and experiences to explore how the traditional and digital customer journey is evolving. We will also be examining how to get the right balance between human and digital channels.
Here are some details on the agenda and the subjects that will be discussed on Thursday:
We are delighted to welcome the futurist and innovation strategist Anders Sorman-Nilsson who will open the day by taking us into the future and exploring how CX might change and evolve.
Next up we have the excellent Mike Havard, founder of service strategy group Ember, will explore how customer engagement is evolving and how brands can modify their engagement strategies to meet the expectations of modern customers.
Up next it’s over to Paulo Righetti, the CEO of GN Research, who will explain the importance of omnichannel service and how the increasingly complex customer journey has changed the way customers interact with brands to get a deeper understanding of customers’ thoughts, behaviors and needs - for different countries, industries, channels and generations.
We then follow that with the energetic, charismatic and inspirational speaker Stefano Scabbio, the President of Manpower Group for the Mediterranean and Eastern Europe will talk about the increasing status of customer service agents. How can brands use ‘super agents’ to up their game and create a fantastic CX?
We then shift the focus to what is on everyone’s tongues - security in CX. Simon McDougall, Managing Director of the global privacy and data protection practice at Promontory, will explain the importance of GDPR enforcement in Europe and how this may affect the way companies handle customer data all over the world.
Whether you are interested in the development of CX super-agents, how companies are making omnichannel service really work for them, or the increasing importance of protecting your customer data, this event will feature topics of interest for you and even if you are not with us in Amsterdam today you can still participate online and socially.
If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance global Live Twitter feed.
Please use the links here to follow all our social content and please feel free to comment or ask questions – our moderators will be looking out for feedback and can direct comment to the speakers on stage today.
Publish Date: March 21, 2018 5:00 AM
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