National Sales Development Manager and Head of Customer Centricity
Conference Day Two: Friday, 1 March 2019
Friday, March 1st, 2019
2:50 PM Case Study: From Costs, to Customer Centricity to Digital Platforms: Laminex’s Journey towards Efficient Customer Contact
Laminex have experienced changes in focus and investment to drive more efficient customer contact. From firstly looking at cost-efficiency, to embedding a customer centric function to going live with a new digital platform, customers can experience speedy, efficient service without losing that personal, conversational touch from agents. Laminex has worked on developing a new ecommerce platform and website to deliver an omnichannel approach in the future, with webchat functions and proactive service delivery.
- Proactively move with the customer to resolve queries quickly, efficiently and with the least amount of effort
- How Laminex has aligned the CX journey with their customer and the digital future to ensure that the process shifts from websites, to webchat to call service are seamless
- Delivering meaningful customer experience through management of digital customer touchpoints