Jacqueline Potts

Digital transformation isn’t just an ongoing, inevitable evolution that all businesses must face at some point. It’s already part of your customers’ DNA, and it has changed everything. Customer demands have evolved, and their reasons for abandoning you for your competitors have changed. Customers want new ways to engage, and they expect you to reach them in their preferred channels. In this session, you’ll learn how to navigate CX through this digital economy “storm”, and how to adapt your CX & VOC strategies for happier customers. Specifically:

• Learn about the rise of an increased appetite for human-assisted digital channels
• Understand how to balance emotional intelligence and digital enablement
• Find ways to adapt your CX & VOC strategies to your customer’s digital DNA