Sep 26, 2022
Speaker/s
Aniket Godbole
CX Practice Lead, NA – WNS
Richard Holden
CX Practice Lead, EU – WNS
The key to implementing an optimal customer experience today is to leverage a human-digital approach
Driving a personalized CX journey, integrated seamlessly across devices and channels, requires brands to combine AI, analytics and intelligent automation with an informed, empathetic team
Organizations must rethink how they measure agent / customer effort and outcomes throughout the CX journey
Blending technology and the human touch will be crucial to delivering an exceptional Customer Experience (CX) – an aspect that will separate a great digital CX from a poor one. A successful human-digital approach leverages next-gen technologies complemented by a team that offers empathetic, proactive and personalized service – to drive the right customer outcomes at the right time.
The importance of an integrated human-digital interface combining a knowledgeable team with technology
How AI and analytics can proactively and predictively model hyper care
How to identify the right customer success factors to drive better outcomes
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