Customer experience and the contact centre: How can you prepare for a rapid change in the way customers engage with your business? 

Thursday 16th July 2020 - 3:30pm (BST)

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Customer experience and the contact centre: How can you prepare for a rapid change in the way customers engage with your business? 

Thursday 16th July 2020 - 3:30pm (BST)

The way we work has changed and will not go back to how it was before. Greater strain has been put on the contact centre, since it has moved to a remote environment. Customers are also finding different ways to interact with those offering them products or services as meeting your doctor or personal trainer face to face is now impossible. The question for many companies is how many of their contact agents could be virtual in the future? How will this apply to other sectors over the long term as customer habits change? And most importantly, how can you ensure your technology is flexible to support this?

Join Johnnie Wilkenschildt, Senior Director, Product Management and John Burton, Senior Director, Product Management at SAP to discuss how to prepare your organisation for a more flexible future.

Benefits of attending include:

- Examine how customer experience will be integrated with different media channels in the future, such as Facebook Messenger or Whatsapp
- Devise a technology strategy to ensure you can be flexible as the world continues to change
- Understand what other businesses are doing with their contact centres: What can you learn?
- How will the increased shift of face to face interactions to virtual affect customer experience and the contact centre? Will contact centre technology be deployed elsewhere?

Presenters

Presenter
Johnnie Wilkenschildt
Senior Director, Product Management
SAP
View Biography
Presenter
John Burton
Senior Director, Product Management
SAP
View Biography
Presenter
Harry Chapman
Group Content Director
UC EXPO