FOCUS GROUPS
THE REALITY OF VOICE OF THE DAY CUSTOMER IN THE UK TODAY: TWO WHAT ARE THE CURRENT CHALLENGES AND BEST PRACTICES? Customer experience is the key differentiator and vital for gaining greater loyalty, higher revenues, stronger brand reputation and new customers. To deliver a superior CX it is crucial to know what customers expect, what they think about your brand, and why they behave in certain ways across the customer journey. But how are UK companies managing this today? In this session, we will discuss current practices, what works and what are the biggest challenges, and then share ideas and best practices to help you deliver actionable insights to improve CX and stay ahead of customer expectations.
Steve joined Eptica in 2012 and has 20 years’ experience in the software industry developing and deploying solutions for contact centres all over the world. During his career, he has held a wide range of roles from developer to support manager, to project manager and is currently Eptica’s Product Manager for their Engagement Suite of Products. Steve Nattress Eptica
FOCUS
GROUPS
If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.
This focus group will be held on Day Two at: 11.40 - 12.40
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