Digital Agility: Delivering Rapid ROI in Customer Experience
Customer expectations have changed forever. The online shift of 2020 has pushed support interactions up 23%, boosting instant messaging worldwide and forcing companies to ramp up the adoption of digital tech. Facing unprecedented volatility, businesses are now building more flexibility into how they work and serve customers, and agility has become a top priority.
Although improving customer satisfaction remains a core area for business success, with budgets being tightened, delivering a rapid ROI in CX initiatives is even more critical. Organisations all over Australia and New Zealand are bracing themselves for a new transformative era of CX.
- How can businesses invest smarter in customer experience, resulting in a quicker and more precise ROI?
- How can companies calculate the link between the experience customers have with their brands and what they end up spending?
- What will CX look like in the future? How can businesses get ready to provide it?
VP of Customer Experience at Schneider Electric
Head of Agile Practice & Digital at Lendlease
Head of Digital & Customer Transformation at SUEZ
Head of Capabilities & Coaching at Westpac
Head of Client Engagement & Experience at Westpac
Head of Marketing & Digital Experience at Veolia
Head of Purpose at ME Bank
Head of Digital Technology at QBE Insurance
Director of Technical at GHD
Executive Manager of Digital Experience at Commonwealth Bank
2:30 pm: Welcome by The Ortus Club
2:35 pm: Introduction of participants
2:40 pm: Short address from Zendesk
2:45 pm: Discussion instigated by the moderator and continued by the group
3:35 pm: End of session