A report states that 85% of all customer interactions will be handled without a human agent by 2020. However, in an increasingly digitised environment, how do we provide ‘frictionless’ customer resolutions without compromising valued customer interaction? In this session, leading practitioners discuss how they are using customer insights and feedback to drive continuous improvement, keeping the customers interest at the heart of improvement initiatives. Moreover, they explore how data and automation can transform customer interactions to ensure human agents are delivering truly value-added activities.
- Ensure the success of low engagement relationships through leveraging automation and real-time self-service tools
- Identifying the right tasks and processes to automate to coordinate a truly seamless customer experience
- Uplift business intelligence tools and capabilities to generate deep customer feedback to drive change
- How leaders are using Voice of Customer and NPS platforms to drive customer-focused decision making