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23 - 25 September, 2019
Chelsea Toronto, ON
Yves Rannou, VP Digital Solutions at Sunwing

Yves Rannou


VP Digital Solutions
Sunwing

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

Download The Latest Agenda

Agenda Day 2: Main Conference

Tuesday, September 24th, 2019


9:00 AM Customer Service in a Digital Ecosystem

With emerging channels and expectations around omnichannel experience, customer service infrastructure must transform in order to serve customers immediately and efficiently. However, optimizing the customer journeys is far more complex than a implementing new technology, integrating across business unit, allowing singular view across systems, and assimilating physical experiences into digital innovations requires intimate knowledge of customer process, mindset, and expectations. Yves walks through his journey:
 
+ Connecting data to strategy to design for customer behaviors
+ Formulizing holistic end to end journey from dream to service
+ Relating ethnographic and observed behaviors to digital innovation