Director, Customer Experience Management
So many organisations now recognise that CX is the new battleground for differentiation. But our worlds are getting more and more complex – more data, more channels, more touchpoints. The challenge for CX teams is how we use this rich complexity to drive better customer experiences and business success. But before that, how do we engage the business?
Many look to technology as some kind of silicon bullet for driving engagement and uptake – the answer to all our problems – but are we right to put all our hopes and dreams into the hands of apps and dashboards alone?
In this presentation, Phil Durand, Director of Customer Experience Management at Confirmit will investigate ways in which CX professionals can get the balance right between the use of cutting edge technologies and the role of CX management as the linchpin in getting the most out of our people.