The Call and Contact Centre Expo logo

18 & 19 MARCH 2020


Stuart Mackie: Speaking at the Call and Contact Centre Expo

Stuart Mackie

Director – Strategic Solutions  -  Genesys

Orchestrating Customer Journeys

Frictionless journeys are of utmost importance to customers but today’s contact centres are struggling with a patchwork of disparate touchpoints, without an overarching strategy to ensure consistent and effortless CX across channels and departments.
So how can today’s contact centres better understand and orchestrate customer journeys? Attend this session to learn why a seamless omnichannel experience so important and how can it be achieved.

3 key delegate takeaways from session:

1) What new digital channels are being adopted and why?
2) What are the challenges of adding new digital channels?
3) How can organisations ensure that digital channels are seamlessly integrated with the rest of their service framework?

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