Webinar Week Series: Customer Contact

It’s the 10th anniversary of BT’s global research on customer attitudes around the world. The 2020 edition shows how channel preferences are shifting, what customers are looking for in customer experiences, and whether they think technologies like AI might help, or hinder.

Key Take-Aways:

• Insight on customer expectations of digital customer experiences and the contact center
• A reality check on the channel mix and technologies that customers are looking for
• Examples of the impact that COVID 19 is having on these trends

Many companies miss clues around how their customers want to do business with them as a result of how their contact options are configured. In some cases, a simple label change can mean the difference between a sale and silence. Participants will learn about real world examples, how to diagnose issues, what to do about them.

Key Take-Aways:

• ‘Obvious’ contact options may be scaring your customers away; how to identify these situations and what to do about them
• Different situations may mean different contact preferences from the same customer; we’ll review innovative approaches to helping customers navigate a complex contact architecture
• How to plan for, and manage, incoming customer contact through channels you may not be expecting customer contact through

We are now entering the Novel Economy and witnessing the rise of a new generation of customer and employee, Generation-Novel or Gen-N.  In this engaging session, world-renowned digital anthropologist, keynote speaker and best-selling author Brian Solis will deliver fresh perspectives on the customer evolution.

Key Take-Aways:

• Examples of how COVID-19 changed the course of humanity and consumerism
• Insight into how the Novel Economy changes our trajectory and how this “new normal” breaks out into 3 phases of action over the next 36 months
• Key findings on why data pre-March 1st 2020 is irrelevant and how data-driven empathy will lead to newfound innovation to engage Gen-N
• A framework for navigating the Novel Economy and building a more relevant, disruption-proof digital business

A Business Continuity Plan (BCP) should be key pillar to service delivery and is not simply a backup generator. BCP should be tailored to fit an individual business, but a typical plan will include:

• Essential business requirements with identifiable risks and potential impact to the business
• A strategy to respond, manage and recover

This session will unpack best practices for business continuity in the pandemic era.

Key Take-Aways:

• Guide to identifying risk and impact to the business
• Best practices in managing and designing a Business Continuity Plan
• Insights into how COVID-19 impacted our contact centers