CX Innovation Exchange 2020

Event Information

Event description
EVENT POSTPONED FOLLOWING HEALTH AUTHORITIES AND GOVERNMENT ADVICE AGAINS THE ORGANISATION OF EVENTS TO AVOID THE SPREAD OF COVID-19.

About this Event

Join us for a lunch-and-learn event about the latest customer experience trends, cool tech, and a hands-on workshop for practitioners from industry experts.

  • Learn about the latest trends on CX design
  • Listen to Zendesk's best practices and new releases
  • Learn about how real brands are leveraging on new tech for customer service
  • Get technical: ask the product experts, as many questions as you like ;)

Find out how CX Transformation Initiatives can help you improve your employee experience and deliver better customer service to create competitive advantage.

AGENDA

8:30 Registration / Welcoming Coffee

9:00 Introduction

9:05 Opening Talk: Digital trends driving customer experience design by Hideki Hashimura, CMO at redk.

9:30 Zendesk Customer Experience trends 2020, Zendesk's vision of how customer experience will be driven by digital capabilities.

9:55 Comfort break

10:10 Turning customer support into a Centre for Customer Service Excellence: i-surance Case Study by Anna Witteveen, Head of Implementation at i-surance.

10:35 Digital Innovation Showcase, a practical Zendesk Workshop by redk Customer Service Design Team.

  • Scaling operations by implementing automation in a complex internal support centre for a multinational NGO
  • Integrating company applications with Zendesk (CRM, KB, Product, MS Sharepoint)
  • Best practices for fast ticket routing in E-Commerce (B2C) and integration with other internal systems to create a streamlined solution
  • Integrating telephony with automated ticketing for the insurance industry (B2B and B2B2C) under an omni-channel approach
  • Utilising automation to optimise processes in B2C service for a Supermarket chain, whilst delivering omni-channel service
  • General best practices for Service Transformation

11:20 Q&As and Closing Remarks

11:35 Lunch & Networking at the Mezzanine.

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