Strategic Planning for CX Operations
February 9-11, 2021 | 12 PM ET
Day 1: Tuesday, February 9th
12:00 pm - 12:30 pm
Lessons Learned in Designing Future-Proof CX
Alison Lichtenstein -
Head of Customer Experience Design,
Dow Jones
2020 pushed us all to the brink, from adapting to consumer preferences to testing business continuity. A successful future is dependent upon continued operational agility, a keen understanding of data, and a human-centered approach to designing and delivering the end-to-end experience. Ali Lichtenstein is responsible for leading the global CX design team responsible for the end-to-end experiences for Dow Jones’ customer base. In this session, she shares her 2020 journey, lessons learned, and strategies for future-proofing your end-to-end CX strategy.
12:30 pm - 1:00 pm
Analyst Chat: 2021 CX and Customer Contact Predictions
Brian Cantor -
Principal Analyst, CCW Digital Director,
CCW Digital
Matt Wujciak - Analyst, Staff Writer, CCW Digital
Michael DeJager - Principal Analyst & Divisional Director, Customer Management Practice
Join Customer Management analysts Brian Cantor, Matt Wuciak and Michael DeJager as they unpack the key takeaways from CCW Digital's 2021 CX and Customer Contact Predictions report. Following a prediction overview, ask the analyst team your most pressing questions around the evolvution of customer contact in 2021.
1:00 pm - 1:30 pm
How to scale customer operations to boost customer and agent experiences
Kathy Neff -
Product Marketing Director, Customer Service Management,
ServiceNow
Paul Selby - Product Marketing Director, Customer Service Management, ServiceNow
Customer experience doesn’t stop at the door of your customer service organization. Delivering a memorable experience spans teams across the organization, connecting customers and front-line agents to the middle and back offices. Siloed teams and systems increase contact volumes and lengthen resolution times. This degrades not only the customer experience but employee experience as well, resulting in lost revenue and increased cost.
Attend this session to hear how a large international bank streamlined its customer service process for handling payment errors, providing estimated annual savings of $4M by removing manual steps and $10M from higher payment recovery rates.
Sponsored by: Service Now
