Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically. As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience.
However, as we found in our Danger of Digital report, while 93 percent of customer experience leaders believe delivering a seamless, quality experience is important, only 45 percent think they’re very effective at it. So, how can how you can shape CX for improved outcomes at your organisation?
I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.
Here are my recommendations for must-see sessions:
If you’re just starting out on your CX journey, make sure you get there early on Wednesday to catch this comprehensive beginner’s tutorial. In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress. This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company. It’s on Wednesday at 1:30pm and you have to pre-register, so make sure you secure your spot!
This is where the contact centre really shines in CX. Jim Davies, VP Analyst with Gartner, will share why no CX strategy is complete without a plan for tapping into the voice-of-the-customer. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success.
If you’re planning to attend the conference to assess new technology to support your CX efforts, this is a must-see. Ed Thompson will walk you through how to build a business case to secure approval for a tech investment and will make recommendations on how to measure and report outcomes to executives.
Here’s a topic close to my heart—the link between employees and customers. No CX strategy or tech investment will be successful without a talented and engaged team. With the rise of self-service channels, contact centre employees are handling more and more complex customer requests and organisations must do more to support them. In this session, Jim Davies will share how focusing on the employee experience drives customer engagement, loyalty and advocacy. This is a great one to pair this with Jim’s later session, Ask the Expert: How to Select Workforce Engagement Management Solutions for Your Contact Centers, at 1:30pm to get the scoop on contact centre technology that supports employee engagement programs. Tip—you need to pre-register for this session so remember to reserve your spot!
If you’re attending the show, stop by stand S6 to experience Calabrio’s innovative approach to illuminating compelling customer insights and enriching human interactions. Sign up for a product demo, get entered to win a new Fitbit Versa and find out first-hand why we’re top ranked in our industry by Gartner Peer Insights!
Follow @Calabrio on Twitter for the latest updates and coverage from the Gartner Customer Experience & Technologies Summit 2019.
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