Transforming Customer Experience & Operational Excellence in the New Normal

During this interactive session, Danny Mekić, Robert Buijs and Darren Rands discuss the significant changes taking place to the way we work, providing insights and practical advice on how to manage digital transformation effectively and adapt your organisation for the ‘new world.’

COVID-19 taught us that we can’t predict the future. In a rapidly changing market, being agile and customer-centric is the key to survival. Those that thrived in 2020, used digital transformation to their advantage – harnessing a digital-first model to change tactics, maintain business continuity and keep customers happy.

But digitisation is about more than surviving a temporary crisis, it’s about future proofing your organisation for success. This presentation will explain how digital transformation can help you prepare for the unexpected, deliver better customer experience, and prepare for the future.

Customer communications were once so simple. Standardised post and a contact centre were all that a brand needed. But this is the Age of the Consumer. And that means managing numerous channels, shifting customer preferences and on-demand responses. It’s no wonder businesses are struggling to get it right.

The truth is, behind every great CX experience, is a well-oiled machine. Delivering a successful, customer-centric business model means transforming your business, investing in technologies which support a more interactive, transparent and personalised experience. This presentation provides guidance on the technologies you need to future proof your customer experience offering.

Information is a powerful asset in the world of business. It helps us build robust boardroom strategies and powers smart, agile decision-making. But many companies are hampered by issues in managing the information flowing in and out of their organisation. Inefficiency, convoluted processes and legacy technology can stand in the way.

Better information management can help you overcome internal inefficiencies, create transparent, compliant business processes, and adapt easily in a fast-changing world. This session will give you practical guidance on transforming your internal and external processes to achieve operational excellence.