Russell Attwood discusses Improving Customer Experience at the Customer Engagement Summit
The Engage Customer 2016 Customer Engagement Summit saw all previous records broken, with over 900 delegates attending the event on Tuesday 8th November.
In it’s fifth year, the event is said to be Europe’s biggest customer and employee engagement event which aims to bring together suppliers, industry experts and people working in customer experience-related roles to share a wide range of insight to assist them in improving customer experience. With topic streams including ‘the future of the contact centre,’ ‘strategies for the customer journey,’ ‘customer engagement transformation’ and ’employee engagement’ there are plenty of opportunities for delegates to obtain knowledge that they can use to address all current issues, as well as walk away with some valuable ‘food for thought.’
The most recent event saw Russell Attwood deliver a presentation entitled “It’s All About the Journey,” explaining the importance of understanding your customer journeys from start to finish as well as across all channels to improving customer experience. He gave advice on how to achieve this and shared a whitepaper on Customer Journey Mapping, and went on to discuss how to optimize these journeys once you’ve identified pain points, unnecessary complexities or discrepancies.
To request a copy of his presentation, click here.