19 - 21 November, 2018 | Hilton Stockholm Slussen, Stockholm, Sweden

Jesper Ekman-Nielsen


Customer Director
ISS Facility Services


1:45 PM IMPROVING THE CUSTOMER JOURNEY THROUGH EMPLOYEE ENGAGEMENT

Experience personalisation is something that associates with customer insight and data in the current digital world, however employees at the forefront of customer interactions play one of the biggest roles is creating and consolidating experiences for your customers. Employee engagement is an area that has had the best effect on CX for ISS, where they were able to combine the physical and digital tools to truly cater to their customers’ needs.
 
·         A “low-tech” approach to customer experience and thriving in the digital world
·         Building customer journeys based on human experiences
·         Supporting the frontline staff to skills to deliver the best possible service every day
·         Looking into the future: transition to data led CX – data protection regulations and other things to consider 


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

Download The Latest Agenda