Sharron Bottica

Chief Customer Officer AIA


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