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Date: Wednesday, May 3, 1 PM EST /5 PM GMT

What's Next For Digital Customer Service?

Making sure your contact center's strategic agenda stays up to date needs constant outside-in attention. Changing customer behavior, disruptive brands and new technologies are reforming contact centres as the top touchpoint in a digital economy. It's where digital and human assistance needs to be expertly blended. It's where the needs of customers are anticipated and resolved ahead of time. It’s the place that makes customer outcomes easy or frustrating. It’s a key experience that either bonds and repels customers in their relationship with your brand.

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In short, it matters these days that your contact centers are in their best state of health. Here's a 'stay well' set of topics to refresh your own strategic agenda, from international customer engagement strategist, Martin Hill-Wilson who will explore the latest actionable insights around:

  • Responding to new digital consumer behavior
  • Crafting an effective engagement strategy
  • Keeping both desktop and smart phone customers happy
  • The importance of proactive service
  • The impact of intelligent assistance on self-service adoption
  • The repositioning of live assistance

 

martin hill wilson

About the Presenter:

Martin Hill-Wilson
Founder, Brainfood Consulting

Martin is a customer engagement and beyond silo business strategist. He is also an author, international keynote speaker and chair.

Brainfood Consulting delivers a range of master classes and interventions.

Current topics include seeding empowered service cultures, designing an intelligent omni-channel ecosystem, using intelligent assistance & bots for digital engagement, reinventing service for social, mobile consumers. All targeted at delivering disruptive service innovation.

Martin is also a founding member of Beyond Silos - a group of specialist practitioners offering design and delivery service for embedding customer hubs - ‘the only way to thrive in a digital economy’