Enhancing Customer Experience, Engagement
and Retention through Data Analytics
September 13 - 14, 2022 | Free CX Network Online Event
Arthur Zhuravsky
Global Senior Head of Voice of the Customer Farfetch
Experienced executive leader focused on customer experience and customer operations. Currently Global Senior Head of Voice of the Customer at Farfetch. Focused on creating top-performing teams with a customer-centric culture, building a deep understanding of the customer and customer journey.
Agenda - Day 1
9:00 AM Achieving a Frictionless Customer Journey through effective Data Integration, fact-based Customer Advocacy and AI
In the age of e-commerce, friction in a customer’s journey can quickly lead to a breakdown in retention and subsequently revenue. Through effectively integrating customer data into operational functions, teams can rapidly respond to defects in execution within customer interactions without breaking the customers attention.
Arthur joins us to discuss:
- Statistically connecting operations execution with customer reactions using a CXI
- Proactive customer recovery in real-time
- Embedding CX insights and reporting into the ‘mindset’ of internal teams
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