Marc Bindlchner

Head of Customer Service Koala


Tuesday, February 23rd, 2021

10:40 AM Reinventing the User Experience Across all Touchpoints: Recognising the Value of UX to Map the E2E Customer Journey

This panel will deep-dive into how contact centre and user experience teams can work closely together to shape their digital customer journey, and where specific pain points still exist across customer touchpoints.

Learn the value of sophisticated journey mapping and the importance of having a clearly visible and realistic strategy for your contact centre operations.

  • Having visibility of all customer interactions across multiple touchpoints to fine tune your customer experiences
  • Observing the importance of customer analytics in the cloud – how will this help drive better experiences for frontline staff and customers?
  • Leveraging VOC and VOE to strategise future contact centre operations
  • Working with multiple customer teams to resolve queries through the use of advanced AI



Wednesday, February 24th, 2021

1:50 PM Improving Speed of Response through Business Continuity Planning and a Flexible Operating Strategy

This panel will look at the journey different organisations have undertaken to adapt and improve their business continuity plan in the wake of shifting disruption.

With the need to consider all forms of disruption moving forward, it will no longer be enough to simply learn from past mistakes. Leaders today need to consider all avenues to ensure future disruption never affects their organisation again.

Learn why business continuity planning will be a critical component for the contact centre, and the learnings these leaders have uncovered over the last 12 months

  • Integrating a strong operating structure within the contact centre to drive efficiency
  • Scaling your contact centre operations so it compliments all areas of the organisation – shifting away from the siloed approach Setting behavioural measures within the contact centre to drive productivity
  • Determining the essentials versus desirables for your contact centre and BCP framework