Customer Experience Strategist
9:00 AM CHAIR’S WELCOME
During this session, James Alexander, Decisioning Director at Sky, will discuss the journey Sky have gone through in implementing a more personalised customer journey as well as interact with the audience about their own experiences. Consider what questions you may want to ask in advance to get the most out of this session!
Why should we personalise? The benefits are potentially massive, but delivering on that potential is difficult – how has Sky achieved this by getting our approach & set up right.
There is so much excitement about AI and pressure to deploy – at Sky we deployed a pragmatic approach to combine human led and machine led intelligence to get the most out of both routes and deliver quick results.
It’s easier if your company is digitally native, but most of us have legacy communications channels – how has Sky aligned personalisation across old and new age communications.
5:15 PM CHAIR'S CLOSING REMARKS
Each attendee will introduce themselves to 1 person whom they haven’t spoken to before and share the key learnings from the conference so far, as well as final questions they would like to be addressed before conference close.
In small groups consider the below scenarios and challenges associated, nominate a spokesperson to summarise your work at the end of the session to the audience.
· Impact of automation on customer experience – utilising it in process driven functions and/or as a customer facing tool
· Consider the impact of automation on employees and how to mitigate the potential negative reception
· Getting senior level buy in to implement automation
4:00 PM CLOSING REMARKS AND GROUP DISCUSSION: Balancing automation and humanity in the new digital era of customer experience
Use what you have learns in the past few days to bring together both sides of customer experience – tech innovation and human understanding, psychology and compassion of customer interactions.
Brainstorm the answer to one of the most important questions for Nordic CX: How do we take on the automation of customer communication and customer insight processes, whilst making our customers AND employees cared for? How do we create high-touch human experiences in the rise of technology?