As the expectations of consumers continue to evolve, and where new technology can enable enhanced customer interactions in a myriad of ways, the need to change / transform your approach at some point in the future is inevitable. Keeping this aligned with what your customers expect is critical, and not doing will inevitably lead to a decline in revenue and market share.

However, this will inevitably require a level of investment of both time and money, and in a world where it can at times be hard to demonstrate ROI, this is a challenge. The discussion will focus on:

• How to get the all-important internal mandate to drive for change – both from leadership, as well as the groups who will help deliver the project
• What metrics are critical to keep in mind when measuring project success? Can you use qualitative as well as quantitative to demonstrate success?
• Overcoming entrenched ideas of CX and the critical value of internal education