Personalisation, Automation & The Human Touch - Getting The Balance Right Online & In-Store In A Changing Retail Environment
20-21 May | Marriott, Lisbon

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Gonçalo Tomaz

Senior Pre-Sales Collab

Agenda Day 1

12:30 PM EXPERT THINK TANK: RETAIL ON HOLD: WHAT EACH MINUTE OF SILENCE SAYS ABOUT YOUR CX

What if just one minute could shape the entire perception of your contact center? In retail, each minute of silence or hold time isn’t just a gap - it's a signal. It reveals where your CX is under pressure: where systems are slow, journeys are fragmented, and agents feel unsupported. This session exposes how these fleeting seconds hold more weight than they seem, influencing not just individual interactions, but the overall relationship between customer and brand, while exploring how the latest technology can help us better understand and influence this critical moment.

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

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