In his role as SVP for Product and Strategy at HCM, Wesley focuses on how the company’s culture can make the difference for customer engagement, and how technology can deliver the best possible customer and agent experiences. He uses collaboration and an open mind approaching data analysis and strategy to make a difference at HCM.
A successful Digital Transformation doesn’t start with IT. A successful Digital Transformation doesn’t mean chucking new interaction channels at customers,a successful Digital Transformation can’t happen if you don’t know who your customers are and why they are reaching out to you.
In this session we will discuss how to take comprehensive view of your customers to identify their needs, and deliver the customer experiences that will make a difference to them:
• How to address your culture and customer relationships to drive the right customer experiences.
• How to know what information you need to identify your customers and their needs so you can provide highly personalized experiences.
• What technology you need and which communications channels will work for your customers to deliver the best possible experiences.