A very warm welcome to our Customer Engagement Transformation Conference. Today’s CPD accredited case study driven conference is now in its fifth year and brings into sharp focus the imperative for organisations to constantly evolve their customer engagement strategies. Our constantly connected customers, their expectations, their journey, and the ways in which they interact and work with organisations are continuing to change and organisations must also transform if they are to thrive in this Brave New Customer World.
The pace of what is often technology-driven change is accelerating, and organisations that do nothing in terms of customer engagement transformation are effectively moving backwards. Underpinning all of this is the fact that it is our people who deliver on the customer experience and without the right people and culture in place all the technology in the world will not effectively deliver on transformation.
