Harnessing the power of digital to deliver a seamless and personalised customer experience

Megan Neale, Executive Director – Transformation and Operations, HGS Europe This focused presentation will explore the relevance of incorporating digital customer management tools to drive and enhance your interactions with customers. It will also identify ways to deliver a future proof digital customer management strategy in contact centres that reduce effort, provide targeted and personalised experience , while also driving down the cost of service. In this session, Megan will share thought leadership on digital customer management approaches for the contact centre and how to identify quick-win digital transformation opportunities that have the highest ROI and NPS impact for the organisation.

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