Gareth Brayn, Business Development Director – Premier CX
“Why the UK lags behind on WhatsApp for Customer Experience, and what can be learned from the most successful global deployments”
WhatsApp has been transformative for businesses globally, changing the way that companies interact with their customers. Multiple case studies have shown results such as 35% savings in overall call centre costs, 2x agent efficiency improvements and 82% increases in CSAT scores. So why is the UK behind this trend?
- The challenges businesses face and how WhatsApp can address them
- How the rest of the world is using WhatsApp
- Real world impacts of deploying WhatsApp
- Reasons the UK is behind the global trend
- How we can catch up
Aslesha Nargolkar, Lead Solution Engineer & Luke Hyde, Lead Account Executive – Freshworks
“How to Execute, measure & improve CX strategy”
Is Your Customer Service Stuck in the Past? Customer expectations are soaring, but siloed legacy systems are holding your team back. This frustration translates to dissatisfied customers and missed opportunities.
Break free and join this webinar for senior customer service and IT leaders with Freshworks at the wheel. We’ll explore how AI-powered all-in-one solutions can transform your operations and modernise your customer service strategy by providing the channels that your customer love.
Discover:
- The hidden costs of disconnected customer service tools
- How AI empowers agents and scales self-service
- Real-world case studies showcasing the power of AI in action and how to turn channels on, at speed
- Gain the insights you need to deliver exceptional customer experiences and drive business growth.
Hosted by: Andrew McMillan, Director, Engaging Service
Panelists: Tiffany Markman, Trainer – TMWT &
Jess Figgins, Customer Experience Improvement Executive – Saint-Gobain Weber
“Defining and Consistently Delivering a Differentiated Customer Experience”
Why are you in business from your customers’ perspective? Why would customers choose your business over your competitors’? What attitudes and behaviours should your business be adopting to ensure potential customers always choose you? In an increasingly commoditised and transparent marketplace businesses can’t just rely on product and price to differentiate themselves. Creating a powerful reputation so that you are proactively chosen by your customers is critical for long term success.
- Being confident in who you are and what you stand for
- The four key components of customer experience and how they blend to create the personality of the business
- Six steps to engaged employees and customers
- Taking ownership of the brand – the power of ambiguity – ‘Do What You Think is Right’
Anthony Stears – Managing Director, The Telephone Assassin Ltd