Customers want their query resolved quickly. Today, that could be through any channel. Contact centre operations need to be ready to provide a joined-up customer experience across voice, email, social, messaging, webchat and self-serve channels that delivers the right brand experience. Have we finally reached the point where omnichannel is a real need to meet customer expectations?

Brands cannot be complacent anymore. As contact centres focus on listening to customers to create flowing digital journeys, the potential to increase customer loyalty through service whilst reducing cost to serve is now very real.  

Catch up on this compelling debate, hosted by Leigh Hopwood, Chair of ECCA and CEO of the CCMA, UK, where she explores:

• Insights into what customers really want and expect from organisations 

• Customer journeys through complex channel structures 

• The cost of getting it wrong and frustrating your customers 

• How to create a true omnichannel experience 

Find out from the panel, including Nicola Millard, Principal Innovation Partner at BT, Paul Manley, VP Customer Services at DHL and Peter Sanderson, Head of Operations at Zurich Insurance, on what their tips are when embarking on a CX transformation that supports an omnichannel approach. 

To register for part two of this series, click here.

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