Customer Contact Week Europe 2019
Speaker Information:

Pether Jonsson


Group Vice President, Head of Customer Experience
ABB


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 


Check out the incredible speaker line-up to see who will be joining Pether.

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