In this session...
COVID-19 has had a dramatic impact on CX touchpoints such as call center staff working from home and social distancing tactics. How are companies and customers adapting? With lines and delays, how were companies able to overcome customer frustration? When owned channels, using face to face touchpoints are normally those that most significantly drive key metrics, like NPS, trust and consideration, what is happening to brand equity? What does the future hold for CX as a result?
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COVID-19 has had a dramatic impact on CX touchpoints such as call center staff working from home and social distancing tactics. How are companies and customers adapting? With lines and delays, how were companies able to overcome customer frustration? When owned channels, using face to face touchpoints are normally those that most significantly drive key metrics, like NPS, trust and consideration, what is happening to brand equity? What does the future hold for CX as a result? MESH Experience, using their database of experiences, will share insights and key actions for marketers on the impact of Covid-19 in the financial services sector. This will be followed by a panel discussion with clients who will share learnings from their different sectors.
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What You'll Learn from This Session...
- How did/are companies and customers adapt(ing) to the dramatic change in CX touchpoints?
- With lines and delays, how were companies able to overcome customer frustration?
- When owned channels using face to face touchpoints are normally those that most significantly drive key metrics, like NPS, trust and consideration, what is happening to brand equity?
