The changing landscape of customer experience
Customer expectations have been changing and COVID-19 has certainly magnified this shift. Digital channels serve as viable gateways for on-demand support, but as inquiry volumes skyrocket, customer support failures continue to plague most retail and eCommerce companies. Mundane tasks such as tracking order status, changing delivery details, and making exchanges can be automated without flooding your call center – but only with the right AI-powered platform. CX leaders are seeking solutions that can scale and expand to meet unprecedented demand, while still exceeding customer expectations. Are businesses ready for an automated-first support strategy?
- How is AI currently helping agents provide better customer service?
- What types of customer service interactions represent the best opportunities for automated interactions? Has this changed given the current environment?
- What are some strategies for achieving optimal human capital with digital transformation?
CDO and SVP of Data & AI at Hudson’s Bay Company
Head of Scaled Restaurant Growth at Uber
Executive Director at The Estée Lauder Companies
Sr. Director of Global Digital at Stanley Black and Decker
Sr. Director of Digitization at Stanley Black and Decker
Sr. Director of Customer Service at Tarte Cosmetics
Sr. Director of Customer Care at Ipsy
Director at Loblaw
Director of Customer Success at Rakuten
Director of CSTech at eBay
Associate Director of Research & Development at The Estée Lauder Companies
E-Commerce General Manager at Menard
Customer Service Manager at Trafilea
Education Manager at L’Oreal
Quality Assurance Leader at Lippert Components
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 by Ada Support
3:30 pm: Discussion instigated by the moderator and continued by the group
4:15 pm: End of session
Chief Digital Officer | Ogilvy Consulting
Ritesh is known as a global expert in digital transformation and innovation. With over twenty years of experience in all digital aspects involving Online Marketing, Advertising, Sales, CRM and E-business, Ritesh can develop solutions to help enterprises boost their market position. Many professionals describe him as a digitally aware and technically artistic individual. Ritesh’s passion for digital strategy in health systems is the reason for his solid reputation and proficiency in working with major Fortune 500 companies.