Heidi Celeghin

Global Head of CX Strategy for Products Qualtrics

Wednesday, August 12

Wednesday, August 12th, 2020

12:45 PM Workshop 10: Creating a Customer Care Practice that is Resilient and Flexible Enough to Withstand Challenging Times

Join Luke William, New York Times best-selling author and Distinguished Principal at the XM Institute, for a workshop creating a customer care practice that is resilient and flexible enough to withstand challenging times. Whether you are focused on contact centers, digital support, or field services, you will learn how to improve agent productivity, boost revenue, and drive cost-to- serve down while empowering your teams to deliver exceptional customer experiences that deliver business value.


During this session you’ll have a chance to connect with Customer Care professionals in an online breakout discussion, to learn and share ideas on building resiliency you can put into action - tomorrow. The breakout sessions will be moderated by Qualtrics’ Customer Care experts, Heidi Celeghin (CX Solution Strategist) and Devin Mills (CX Solution Strategist, Customer Care). 


By joining this event, you will learn strategies for: 


•    Improving agent experience and productivity

•    Optimizing your digital channel mix to deliver better customer experience

•    Consolidating your tech stack to break down data silos

•    Expanding the contact center value through customer experience metrics