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Delivering Great Customer Experience Through Technology
Mon 5 December 2016, 09:30 – 14:30 GMT
A Customer Experience Special Interest Group
Technology has always enabled organisations to reinvent how they engage with customers.
It is so important to deliver a consistently good customer experience in every interaction across multiple channels and touch points. Technology has transformed the way that many organisations carry out tasks that were once time consuming and cumbersome.
During this event we will hear how three organisations have actively embraced technology from both a customer and colleague perspective. Find out how they have used technology to develop relationships with their immediate customer base whilst improving and growing their brand loyalty and awareness. Hear about new insights and practical recommendations for success.
Barclays will share how it has grown its Digital Eagles initiative over the last 3 years from an idea to something that has over 16,000 colleagues accredited and the next stage of the journey involving Eagle Labs.
Pinaki Jha, Head of Multi-Channel Experience at O2.
O2 is a customer-led, mobile first business that puts customer experience at the heart of its strategy. It will share how it is using technology to gather and develop detailed views of customers’ needs and how this translates into innovative mobile solutions.
Nationwide will share how technology is enabling the world’s largest building society to become a Digital Society, transforming the experience of its 14 million members across all channels, from digital and mobile through to branch.
Who should attend?
Customer experience roles.
Digital and online capability