2024 Summer Best Practice Showcase (Virtual)

Catch up on our previous conferences. Forum Members can register or log in by clicking My Account at the top of this page then click on the conference below to watch the Keynotes, Workshops & Technology Showcases. Please allow us time to add this access to your account.

If you do not have the access you expect please email advice@theforum.social.

Gain accreditation for your learning from conference by watching some sessions and telling us what you have learned and what you will do differently on this form.

Gold Sponsor

Published on 05 June 2024

Navigating a Customer Experience transformation

Customers increasingly expect brands to deliver support that helps them solve issues as quickly as possible and doesn’t require them to waste time on the phone with human call agents. To meet these rising expectations, many brands have undergone—or plan to undergo—a customer experience transformation, using lessons learned from evolving customer requirements to deploy tools that deliver on their demands.

However, embarking on a customer experience transformation isn’t just an exercise in refreshing your existing customer journey. It requires carefully reviewing your company’s culture, operations and people to discover opportunities to enhance user experience. Based on this customer experience research, you can then create a strategy for transforming your CX interface and your CX artificial intelligence (AI) engine—the body and the brains behind a positive customer experience.