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From Good to Great in Omni-Channel Customer Service Design

Engage Business Media

Wednesday, 17 May 2017 from 09:00 to 17:30 (BST)

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Ticket Type Sales End Price Fee VAT Quantity
Standard Place 12 Apr 2017 £595.00 £0.00 £119.00

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Event Details

FROM GOOD TO GREAT IN OMNI-CHANNEL CUSTOMER SERVICE DESIGN
WEDNESDAY 17TH MAY, BLUE FIN VENUE, LONDON


In previous times omni-channel design was guided by the drive for ‘digital first’. As advice this is no longer sufficient. For instance, how do you create the right balance between automated delivery and the human touch? How do you figure out when a bot can augment or substitute live assistance? Can we anticipate when this improves or degrades a service experience?

Choices are increasingly complex. We can engage with customer by voice, text and video. We can do this reactively or proactively. Engagement can be offered as a live service, automated service or a blended service. These service conversations can flow across devices and communications channels. So how do we design service experiences that work for both the customer and brand?

The answer lies in a complete overhaul of your design framework.

Do you have questions about From Good to Great in Omni-Channel Customer Service Design? Contact Engage Business Media

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When & Where


Blue Fin Venue

SE1 0SU London
United Kingdom

Wednesday, 17 May 2017 from 09:00 to 17:30 (BST)


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Organiser

Engage Business Media

Engage Business Media is designed to help our global community of 70,000 plus leaders in the customer and employee space to devise and implement winning employee and customer engagement strategies.

ENQUIRIES:

Katie Donaldson
Marketing Executive

katie.donaldson@ebm.media
01932 506 302

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From Good to Great in Omni-Channel Customer Service Design
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