Simon Separghan

Head of Customer Contact RBS

CCW 2021 Keynotes - Day One

Tuesday, February 23rd, 2021

1:00 PM KEYNOTE CASE STUDY: Driving mega scale digital transformation across global contact centres

·        Design and implement a strategic digital customer experience model

·        Implement game changing programmes across system, data, process/business reengineering, customer satisfaction and tool sets

·        Transformation is not a one-step journey: Recreating the entire suite of hiring/coaching capabilities, cultural, organisational behavioural to move up the digital maturity level

·        Solidifying vendor management for consistency, scale and pave the way for the next steps in transformation

·        The role of technology and culture in digital transformation

Check out the incredible speaker line-up to see who will be joining Simon.

Download The Latest Agenda