For many companies, it’s a delicate balancing act between creating operational efficiency and delivering exceptional customer experiences. The Dufresne Group, a leading home furnishings retailer in Canada, has it figured out for service and sales.

Hear from Norm Alegria, Director of Guest Care at the Dufresne Group, and Gio Bryden, Director of Customer Success at Acquire to learn how they deployed live chat, video, and cobrowsing to cut in-home service calls in half, 10x online engagements in two weeks, and give customers more choices for how to shop.

Attendees will learn:

• How to develop an efficient phygital CX strategy

• What success looks like for phygital CX

• New applications of digital engagement channels

• Ways to connect contact centers and store associates

• How to apply customer data to your CX strategy