Directors' Club United Kingdom | London | Breakfast Business School | Septe...

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The Ivy Club

9 West Street

London

WC2H 9NE

United Kingdom

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Description

Cutting Through The Digital Transformation Hype

Real examples of how organisations are delivering CX improvements and reducing costs

Many analysts paint a gloomy picture about the success of CX focused digital transformations. According to Forrester “Customer Experience (CX) performance is flat for the third year in a row.”* Mckinsey’s research shows that digital transformations are more likely to fail than other transformation programmes.** And yet some organisations are on track to reduce contact centre FTEs by up to 40% and TCO by 20% over the next 5 years while improving customer satisfaction levels.

Join TTEC – a world-leader in the design, build and operation of Customer Experience centres – and hear real examples of how some organisations are achieving their CX and financial targets.

* Predictions 2019 transformation goes pragmatic - Forrester

** Unlocking success in digital transformations – McKinsey – October 2018

Learning Outcomes

  • How best practice in smart automation and knowledge management can transform both the customer and employee experience while reducing costs.

  • How to do more with less through robotic process automation.

  • How using customer emotion analytics significantly improves the accuracy of predictive modelling.

  • How true omnichannel orchestration is the foundation to success.

Who Should Attend?

We are inviting leaders from across UK industry with a stakeholding in customer experience and or employee engagement.

Date and Time

Location

The Ivy Club

9 West Street

London

WC2H 9NE

United Kingdom

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