Adrian Marr

National Sales Development Manager and Head of Customer Centricity
Laminex

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

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

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