Both customer and employee experience have seen an accelerated transformation with the introduction of cloud technologies, were significantly affected by the pandemic, and now see a remarkable shift in terms of new approaches in leadership. In customer experience, the introduction of cloud-based solutions has accelerated automation and enhanced client success prediction accuracy. As a result, numerous essential concerns like data collecting and reporting, decision-making, and data optimization are being addressed. Tiffany Willcox , CTO at Marie Curie , Karen Bach , and Laura Dawson , Founder of Leaderly will discuss the challenges around the Omnichannel Customer Experience , looking at the challenges faced when managing multiple touchpoints and building optimal architecture to support the expectations of the ‘modern customer’. Tech leaders are focusing more on developing the right technologies to support and enhance customer experience. Challenges for teams include finding effective strategies for using customer data to fuel experience decisions and developing tech evaluation criteria for their organisation. Measuring investment and determining ROI plays a big part in this and proving the ROI for customer experience is essential for organisations to continue investment and growth. Mattias Goehler , CTO EMEA for Zendesk will share how some of the key […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
