Q. How are you assessing and understanding customer pain points? 

Q. How ae you unifying all apps into one omnichannel experience?

Q. You mentioned a key phase for you at the moment is ‘shadowng’ can you elaborate on what this is and how it’s being implemented and how success is being measured? 

Q. In your experience, what’s the main challenges you seeing being faced when it comes to implementing an Omni Channel strategy?

Q. Can you explain the importance of empathy in driving a personalised omnichannel experience? 

Q. Reflecting on Industry standards, what barriers are you facing here? 

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As your organization adds new channels, adopts updated regulations, and increases stakeholder participation, complexity creeps into your organization. Ultimately, this complexity creates opportunities for more gaps in your customer experience. In order to fix the gaps, you first need to be able to identify them. In this session, Quadient will focus on critical gaps that often exist when adding new channels including:

 ·    Customer voice consistency between communications

·     Expectation mismatches associated with departmental handoffs

·     Continuity of experience during channel changes

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In today’s digital world, the need for an omnichannel customer experience has been making a major comeback on the list of business priorities. With customers using different channels, it can be hard to keep up with their demands that you should be personally meeting them on their channels of choice. In this session, discover a typical customer journey to understand where and why you might be losing customers along the way, and how to easily harness the power of data and the right tech tools to transform your customer’s experience.

• See the latest research on where companies like yours are struggling
• Learn where customers’ needs aren’t being met and how you can help
• Walk through a customer journey that can provide better results
• Learn how interactive technology can be more easily implemented and used day-to-day than you may think
• Check out results others have had by making scalable changes to their CX strategies

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In today’s world customer support teams in contact centers serve more of a purpose than just issue resolution – they also play a key role in their organization’s ability to better understand the experiences their customers are having across all channels. Capturing and analyzing these types of interactions can drive consistent improvements of policies, processes. Join Kathrin Bohnert, Senior Manager of Customer Experience at LogMeIn, to learn:

• The role of the contact center in successful Omnichannel strategy
• The benefits they’ve seen since implementing a cohesive customer listening program
• How they are sharing contact center insights throughout different parts of the organization
• The contact center insights that have triggered substantial CX improvements

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In spring 2020, UMB closed branch lobbies out of an abundance of caution. The UMB Customer Experience (CX) team recognized we quickly needed to rethink customer support and issue resolution. With our day-to-day banking operations shifted to keep our customers and associates safe during the beginning of the pandemic, we were challenged to find unique ways to connect and support our customers’ financial needs in this new uncertain time. In fact, customer expectations were becoming more demanding globally, industry agnostic, throughout the pandemic and many customers began facing personal financial stress.

The CX Ambassador team turned this time of uncertainty into an opportunity to rise to the occasion with an innovative response during the onset of the pandemic into the closed loop feedback program and standard which to measure. The program has significantly improved speed to resolution while also surprising and delighting our customers. Prior to the creation of the CX Ambassador program, on average we responded to 58% of our customer surveys in seven days. Now we respond to 95%+ in less than three days. Customers are hearing from our associates sooner with a very purposeful dialogue focusing on empathy, our relationship and it is making a difference, both to issue resolution and in terms of relationship deepening. The program has grown beyond UMB’s Retail Bank and has set the bar in each division of the bank.

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