Twenty years on from the advent of “omni-channel”, companies still struggle to execute. With rising call volumes from embattled customers, low colleague morale and frustrating legacy technologies, contact centres are struggling to keep up with customer expectations. Customers no longer tolerate having to repeat themselves at every interaction and to compound matters, cost reduction is the perennial contact centre mantra - something has to give.

Digital investments are delivering mixed results, journeys are still fragmented and a single customer view is mostly absent. How can contact centres push the reset button and position themselves for operational efficiency and exceptional customer experience. The answer could be in the signals customers leave for us in everyday journeys.

Businesses that reorganise around customer excellence deliver 10x the growth of their traditional counterparts. To achieve this, you need to manage your enterprise around customer journeys, connecting silos and meeting omni-channel needs.

In this session we will answer questions on how customer experience leadership can enable their frontline colleagues and self-serve channels to deliver exceptional experiences whilst enabling cost reduction levers to be pulled to create competitive advantage.