Live Chat Software
January 2020
JW Marriott, Nashville, TN
Barton May, Director Call Center Platforms, IT Planning & Strategy at Hilton

Barton May

Director Call Center Platforms, IT Planning & Strategy

Day Two - Workshop Day: Wednesday, 16th January 2019

Wednesday, January 16th, 2019

11:45 AM PROJECT ANALYSIS The Integrated Customer Journey: Leverage Agents to Prototype Technology

Hilton has undertaken a very specific project to take customer journeys to the next level, engage employees and agents in the process of prototyping new customer solutions based on journey mapping exercises.  In this interview, learn best practices in Bart’s “Integrated Customer Journey” project, taking the fundamentals of journey mapping to the next level with a 360 degree view of the customer and involving all stakeholders into piloting new customer solutions:Use agents as a feedback mechanism, measure usability, and prototype solutionsEngage employees as internal champions to improve processesCentralize customer apps to give agents a 360  customer view

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

Download The Latest Agenda