Justin Reilly

Chief Product Officer Tucows | Ting

Tuesday, August 11

Tuesday, August 11th, 2020

2:15 PM Build Your Super Channel Strategy

We all talk about mastering omnichannel service being the key to an effortless experience. But, have you considered mastering service delivery on one channel and offering service on this channel and this channel alone? In this session, Justin Reilly shares his provocative take on the future of the service experience:

  • Deliver one channel well, not all channels fine
  • How to select your super channel
  • Strategies for training customers on your super channel

Wednesday, August 26

Wednesday, August 26th, 2020

2:30 PM Panel: Leverage Customer Data to Deliver Connected, Dynamic and Impactful Experiences

Every enterprise collects a wide range of data points from the contact center and beyond as it pertains to the customer experience. Is your organization in a position to use that data to its full potential across the end-to-end experience? How are key data points being shared to the executive-level, and how is data a catalyst for experience transformation in your organization?  

This panel will address cases in effective data management and storytelling:

  • Aggregating and dashboarding data to understand and share key insights
  • Interpret data to make actionable decisions to improve the customer’s journey
  • Communicate data both up and across the greater organization