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?
COO at NSW TrainLink
Head of Customer Direction & Experience at Sydney Water
Head of Loyalty Digital Product at Qantas
Head of Program Delivery at Sydney Water
President at Toll Global Express
Director of Digital Customer Experience at Schneider Electric
Director of Service Delivery & Operations at Keolis Downer
Director of Regional Digital at GHD
Director of Design Operations at Australia Post
Manager of Global Asset Management at Lendlease
Manager of Customer Service at SEKO Logistics
GM of Customer Experience at Toll Global Express
GM of Customer & Commercial at Jemena
GM of Business Management at AGL Energy
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
3:45 pm: End of session
Director of Consumer Experience | All Work Together Consulting
Alex holds a deep background in solving CX problems and driving growth. She combines emotional intelligence and customer experience management when it comes to working with a number of organisational leaders and teams. Her other expertise includes customer experience journey analysis & insights, CX strategy, CX governance & cross-functional alignment and CX training.