With over 16 years’ experience across behavioural insights, data strategy and advanced analytics, Ravi’s current role sees his focus on UX, CX measurement and Journey mapping for Philip Morris International. Well versed in the challenges of leading data teams in heavily restricted industries, Ravi understands the need to get creative in utilising data.

Ravi Shekar joins us to discuss:

• Data Visualisation & Customer Journey Mapping
• Leveraging data effectively through omnichannel integration
• Strategy in deployment of VOC/NPS across global, heavily regulated markets

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Using different systems for each support channels carries high costs and scatters customer data across different systems, making helping customers more cumbersome. Using different systems can prevent access to real-time and more granular stats. This makes it difficult to measure and analyze customer service performance in any kind of detail. Learn more about how FREE NOW centralized their customer service operations, empowered their managers, built an advanced QA process and more... with one platform! 

Join this session to learn:

• How better Insights lead to better fulfilment processes
• How to build a personalised customer experience using interconnected data across channels
• How improving employee experience with a seamless system improves CX

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Contact centers are continuously collecting and utilising customer data, but the uses for these insights should not stop at the source. Organizations have unlocked insights that marketing departments, sales departments, and leaders only dreamed of seeing in the past by using intelligent analytics tools. Learn how we can effectively utilise these insights across an organization to enhance CX, customer retention and engagement.

Dave Hoekstra joins us to discuss:

• How we can unlock those insights for other departments
• How Calabrio partners have used Analytics to impact the whole organization, not just the contact center
• Utilising Analytics to truly understand the VOC to impact profitability and CX scores

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The Customer of 2022 demands a personalised experience, and businesses can now access the data to make it happen. Data can often be isolated in different silos, leading to an inability to effectively utilise the data and build a richer story of the customer. How do we sort through this data and ensure we have the correct data architecture in place to achieve personalisation?

To be discussed:

• Sourcing data to build the story of the customer
• Integrating data the right way across a variety of channels
• Levelling up data to further enhance CX personalisation

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