How will the future of Customer Service & Experience be forever changed by COVID-19?
In the past 8 weeks the customer service landscape has undergone a huge operational shift. In a short space of time we have witnessed entire companies move online, revenue streams pivot and budgets be cut. All of this whilst undergoing a complete revaluation of what our customers need from us.
But which of these changes are here to stay and what does the new normal look like? Is customer-centricity still the key? Or do we need to focus solely on efficiency and delivering results quickly?
Get a head start on the future of CX in the latest Reuters Events webinar, featuring best practices and strategic advice from Master Card and Sure Petcare (15:00pm 7th May GMT).
Join Andrea Prazakova, SVP Customer Experience and Design for Mastercard along with Sarah Metcalfe, Head of CS for Sure Petcare and Trevor Gordon, Global Director of Omnichannel Retail for Sodexo as we discuss:
– Customer Centricity v Efficiency: In times of unprecedented upheaval the volume and urgency of customer queries increases. With this increase we need to assess whether customer-centricity is the most important thing or whether we should take cost-centre approach geared towards increasing efficiency
– Team Management and Monitoring the Employee Experience: The COVID-19 crisis has forced companies’ hands, most of us are now running teams which are working remotely. This kind of digital transformation in such a short time would have previously be unthinkable, how do we ensure agents are still hitting core KPI’s and measure success in this period?
– The Long-Term Impact on Customer Service Leaders: This crisis will have lasting repercussions for our way of working. Whether it be a shift towards more remotely based employees or a complete revaluation of the role of customer service departments we need to look at the opportunities currently laid out in front of us
Hope to see you there
Head of Europe | Incite Group by Reuters Events
Tel: 020 8078 7251