DATE: 23RD JANUARY
TIME: 12PM GMT
If you work in Communications, Marketing or Customer Services, you’ll understand that your customers possess a diverse set of needs, making it essential to provide them with ‘channels of choice’. Offering customers flexible ways to engage with your organisation leads to deeper levels of engagement and a more coherent experience.
Key to any onboarding or customer experience journey, remaining competitive and identifying customer journey gaps will improve the effectiveness of the journey. Once you are enabled to automate the capture, process and delivery of the fundamentals to your customer’s channel of choice you can decide what needs to be optimised and how the journey affects the customer’s perspective.
In this webinar CX Insights explores how an omni-channel platform can streamline the customer communication management journey and, thus, increase customer satisfaction, loyalty and advocacy. We will take you on financial services provider Totemic’s journey to reconnect and drive loyalty with their customers and will uncoverBrightside’s digital transformation to optimise their processes and ultimately gain a new competitive edge.
With a step by step guide on identifying the journeys that really matter you will be enabled to build your customer experience plan and set your focus this year to stay ahead in a digitally dynamic age.
Nick is Managing Director of Data Capture Solutions (www.dcs.co.uk) and has worked in the document capture and process automation solution market for 20 years. During this time he has worked for a number of software organisations which have been instrumental in helping organisations with digital transformation initiatives surrounding documents and data in Customer Experience functions.
Nick’s approach is to gain a strong understanding of your business needs and challenge you to understand how to improve your processes to help with compliance, customer onboarding, GDPR and scalability. He has worked across a number of industry sectors including financial services, retail and public sector to maximise process efficiency and reduce risk.
Simon is the CEO of DocCentrics (www.doccentrics.com) and works closely with clients across a variety of sectors including insurance, legal and healthcare. Utilising advancements in technology, Simon helps organisations to improve their customer communications and enhance the overall customer experience.
Having worked on many enterprise initiatives, Simon has a wealth of experience helping organisations implement communication solutions that foster cross-team collaborations and improve speed to market. This is balanced with an in-depth knowledge of compliance and data security requirements in an ever-changing digital world.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.