Group Vice President, Head of Customer Experience
1:20 PM Case study: Repositioning and re-designing customer support: From back-office to a lead generator and customer experience driver
- A leading B2B manufacturer’s challenge: Great products yet people can’t find us!
- Redesigning customer support with a virtual global customer contact structure that covers 45 countries
- Developing capabilities and metrics focusing on personal, localized and knowledgeable agents
- Achieving an intelligent and connected customer contact that provides real time visibility with improved customer journey