Interactive Online Event
Build a customer care program to handle tomorrow’s challenges
October 22, 2020 / 2.00 - 3.00PM BST
Watch out, customer care teams. In the last few months, gaps have emerged between the experience customers expect and what organisations have been able to deliver.
Legacy-based models we’ve relied on for too long have started to let us down. From technology to staffing, we’ve been playing catch-up, but now have an opportunity to reimagine customer care for the future.
Managing remote customer care teams & ensuring quality of service
Utilising intelligent analytics to mitigate higher call volumes & lower staff numbers
Measuring satisfaction in new, more effective ways
Reimaging value in customer care post-Covid-19
XM Scientist, Qualtrics
Léonie Brown is an XM Scientist at Qualtrics, specialising in CX, research methodologies, and modernising the contact centre. She's worked with hundreds of brands to design, implement and optimise their CX programs, using her vast amounts of experience to help brands turn happy customers into higher revenue and lower churn.