Transforming your customer experience

Presented by

BT Cloud Contact and Cloud Collaboration experts

About this talk

The world of communication is evolving at an exponential speed, and with that, demands of your customers are also increasing rapidly. They now expect to be able to engage with you over multiple channels, using whatever devices they choose, from wherever they happen to be – at home, at work or on the move. Heavy and continuous investments are needed to remain up to date with evolving technologies, and this might prevent you from providing the experience that you want to provide to your customers. This video features Cloud and Customer experience experts who answer major queries around how you can effectively manage your costs as well as your customer experience objectives, like: - Why is transformation important to achieve your vision for customer experience? - How can you reduce your costs of adopting and implementing technologies? - How can you optimise usage of your customer engagement channels? - How can you convert your static cost model into pay-per-use model?

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Customer experience is the benchmark when choosing between brands. It’s no longer about isolated interactions, but rather an end to end journey in which there are multiple interactions. Customer experience matters to consumers, with 56% saying convenience is more important than price. They want better, more personalised and more complete experiences that surprise and delight them. To meet customers’ expectations you need to be ready for every eventuality.