Whilst customer interactions happen all the time, and the impression customers have of a company or brand is continually shaped by these interactions, “moment of truth” interactions exist as a unique way to influence what a customer feels about your brand. Maximising these opportunities is critical; miss this opportunity and you can lose a customer for the future; get these right and the outcomes can be significant.

This expert-led presentation will outline how to get the best potential outcome from these unique interactions, and will focus on:

• How will an emphasis on these interactions impact your business; what are the potential benefits from putting your focus here?
• How can you ensure your moment of truth interactions remain consistent across all channels?
• The value of automation in speeding up resolutions; making the case for technology to offer immediate resolution at times of crisis, and offering a roadmap for where / how to deploy these solutions