Customer Communications 2.0

201 – Changing Use of Multi-Channel: Where to Place Priority

May 1, 2017 10:00 am - 10:50 am

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Avi Greenfield

Many companies are talking about improving customer experience (CX) but aren’t clear about where to place their bets. What is clear is that offering customer communications via multiple digital and traditional channels are critical to meeting customer expectations. The purpose of this session is to help you understand why CX leaders outperform CX laggards, get practical advice on how to make changes to drive improvement and best practices for enabling those changes and prioritizing investments that will continuously improve your customer experiences.

You’ll return to your organization with:

  • An understanding of where to focus resources and investment priorities to optimize customer experience
  • Techniques to include business and marketing users in customer communications management processes
  • Best practices in designing for digital channels

Customer Communications, Customer Experience, Strategy