Director of Operations
Day Two - Workshop Day: Wednesday, 16th January 2019
Wednesday, January 16th, 2019
11:15 AM WORKSHOP B (working lunch): Professor Customer: Empower Your Customers to Teach You CX Delivery They Deserve
Customer experience delivery optimization is an iterative process, constantly ironing out pain points in customer journeys and perfecting those journeys for customer delight. Have you equipped your customers with the voice they need to teach you the channels in which they want to engage and the journeys they prefer? Join Jim Iyoob and Jeff Arnold from Verizon Wireless as they unpack how to leverage people, processes and technologies to allow VOC to shine brighter than ever and leverage CX delivery as a catalyst for deeper customer engagement.