Redefining Business Continuity in Customer Experience
2020 has magnified global unpredictability, forcing organisations to rapidly respond to record-breaking spikes in customer-service requests and adapt their business processes and technology accordingly.
With global changes in consumer behaviour, brands must use these new behavioural insights to re-invent their CX in the ‘new normal’. A customer-first strategy that uses thoughtful digital transformation and proactive communications, is more important than ever to ensure business continuity.
- How can companies transform their CX operations and create a comprehensive and scalable digital marketing strategy to adapt to the post-COVID19 era?
- What are some of the hurdles and challenges that CX leaders are still facing as a direct result of the pandemic?
- What long-term impacts will the outbreak have on customer behaviour?
CTO at Fleet Management
SVP of Mobility Products & Marketing at PCCW GLOBAL
Head of Experience at The Intern Group
Head at Hong Kong Institute of Certified Public Accountants
Head of Customer Experience, Corporate Sales & CSR at Pure Group
Head Of Consumer at Luxasia
Director of Technology at Lan Kwai Fong Group
Director of Omnichannel at 6ixty8ight
VP of Client Service Operations at PCCW
GM of Customer Experience Development at MTR Corporation
2:50 pm: Guests to check-in online
3:00 pm: Welcome by The Ortus Club
3:10 pm: Introduction of participants
3:20 pm: Short address from Zendesk
3:30 pm: Discussion instigated by the moderator and continued by the group
4:15 pm: End of session