Mario Matulich

Executive Director Customer Management Practice

Tuesday, August 25, 2020

Tuesday, August 25th, 2020

2:15 PM Digital Customer Experience

Chances are, digital channels represent the first touchpoint a customer has with your brand. Nowadays, the digital customer experience is a natural extension of the customer relationship. The digital customer experience is the sum of digital interactions between a customer and a company, and the customer’s resulting impression of the brand. This includes front-end services and supporting back-office processes typically designed to provide speedier, more convenient customer support than off-line channels. In this session, we will discuss the hallmarks of an omnichannel customer experience, common mistakes businesses make in the digital customer experience, and how to optimize various digital channels for their best possible use case.

Wednesday, August 26, 2020

Wednesday, August 26th, 2020