Catherine Drinkwater

Customer Experience Strategy Manager City of Gold Coast

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

11:05 AM Transforming customer service into a strategic CX framework: The steps involved for creating a holistic customer strategy

  • Reviewing existing metrics and targets to meet customer expectations
  • Using journey mapping to understand where your CX journey needs to go for improved ROI
  • Implementing new technologies and service strategies

2:20 PM Transforming customer service into a strategic CX framework: The steps involved for creating a holistic customer strategy

Translating customer engagement, VoC and CX maturity into business results is a challenge for most organisations. 

But the key behind doing any of this lay in understanding your customer data and being able to successfully integrate ML models to resolve customer issues.

From there the integration of a successful omni channel platform would be integrated within your organisation to improve the customer journey and experience.

Mai Le, Uber’s Head of Customer Obsession, will discuss ways to build and communicate a CX Value Story so your organisation, and each key stakeholder, understands the value of delivering a great customer and employee experience. 

In this session hear how to:

  • Define the best CX measures, metrics and business value for your organisation
  • “Connect-the-dots” from CX program, to metrics improvement and business results
  • Build your communication message to the C-Suite to secure funding  for your CX program
  • Think differently about business results and ROI 

Speaker:

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

Download The Latest Agenda