The Future of Retail: CX in 2021 and beyond
The past year has fueled innovation in customer experience. As an estimated 65% of customers will abandon a company after a negative interaction, industry leaders are taking stock of their CX goals and researching tools that can best help achieve them.
In 2021, successful companies will rely on the intelligent automation of their contact centers designed to handle unprecedented amounts of queries while saving costs, improving CSAT, and ultimately turnout. These solutions can also empower customers by providing higher personalization and self-service options, freeing customer service agents for more valuable brainwork and human-to-human communication.
- How can AI and automation boost CX and drive profit?
- What innovative solutions can best speed up and simplify operations whilst dealing with unprecedented amounts of queries?
- What changes in CX can help improve CSAT scores?
Sr. VP of Strategy & Partnerships at PowerReviews
VP at PubMatic
VP of Global Customer Success at NCR Corporation
VP of Marketing & e-Commerce at Pharmaca
VP of User Research at Mastercard
VP of CRM & Analytics at Ashley Stewart, Inc.
Head of Customer Success at Skup
Head of User Experience at Cazoo
Head of OMNI International Partnerships at BigCommerce
Head and Sr. Manager at Oportun
Director of Global CX at QVC
Director of CX at CUUP
Director of CX at HarperCollins Christian Publishing
Director of Customer Success at Accruent
Director of Customer Success at MuleSoft
Director of Customer Success at DTiQ
Director of Customer Operations at OppLoans
Director of Segmentation at Scotiabank
Director at DocuSign
Sr. Manager of Operations at OppLoans
Manager of Customer Success at DTiQ
Executive Team Lead at Channel Advisor
11:00 am: Welcome by The Ortus Club
11:10 am: Introduction of participants and short address from Ada
11:20 am: Discussion instigated by the moderator and continued by the group
12:30 pm: End of session
2:00 pm: Welcome by The Ortus Club
2:10 pm: Introduction of participants and short address from Ada
2:20 pm: Discussion instigated by the moderator and continued by the group
3:30 pm: End of session