• How can you meet the needs and channel preferences for each customer without compromising results? 
• What impact does real-time, personalised support have on customer engagement and how exactly can this be measured?
• Can this be seamlessly integrated with smart solutions for CS agents to improve their overall efficiency?

When undergoing any period of change, whether it’s a pandemic, merger and acquisition or attempting that all important digital transformation, success is largely down to having the right people and processes in place. But what do we see as the main inhibitors to change - across various business functions - and what can be done to overcome these? 

• How can we effectively and practically manage cultural changes? Is a different type of CX employee needed?
• What is the best approach to clarifying and operationalising your CX vision and tying it to clear business outcomes?
• While it may be chaotic in the beginning, how can changes to people and processes be positively reinforced and maintained?
• How do you manage an organisation in chaos mode?
• Are all teams and employees responsible for its delivery?