No turning back: The customer engagement revolution

Virtual Roundtable

29/03/2022
9:30 am

Over the last years, customer engagement has moved on massively from the one-way, disjointed communications of the past that caused so much frustration and disappointment to businesses and consumers.     

Traditional voice calls have been improved with smarter IVR. Digital channels such as SMS and email have been enhanced by integration with data insights. Meanwhile, the growth in video chat, chatbots, and app-based messaging has revolutionised customer communications. 

Customers expect ultra-fast, seamless, and dynamic customer experiences catering to their own needs rather than the needs of the business they are talking to. If their experiences fall short, they are very ready to find a new supplier and to share their bad experiences as widely as they can on social media.

You are invited to our free virtual seminar, which will explore the nature of customer experience today and how it can be enhanced through the use of a powerful CPaaS: communications platform as a service.

We will consider how the pandemic has changed the way consumers approach both shopping and after-sales service. We will address the efficiencies that new technology platforms can deliver for businesses. And we will discuss the opportunities that personalised communications, founded on real-time data analytics, can provide for organisations that wish to build stronger relationships with individual customers.

Join us in this discussion of the customer experience revolution.

The questions we will explore

During the meeting, we will focus on topics such as:

  • How customer communications channels are changing and why email has been almost totally replaced by video chat
  • What today’s customers expect from their engagements with the organisations they buy from      and how this varies across continents and generations
  • When customers expect to be treated as individuals by human service agents who understand their purchase history and when they are content to interact with robots
  • Why the increase in working from home has affected customer perceptions and their requirements for customer service
  • How technology, and especially digital customer platforms, can optimise customer engagement, strengthen brand values, and maximise revenues

Who is invited?

This free virtual roundtable is designed for senior decision-makers. Delegates will be employed as Heads of Customer Experience in 500+ employees.

For any enquiries, please contact Mergim at 0208 349 6458 or email m.begolli@business-reporter.co.uk

The free roundtable briefing is brought to you by Vonage and is only for senior executives. Registrations for junior professionals, consultants, solution providers or other sellers to this market won’t be accepted. To be eligible, you must be employed by a corporate legal entity such as a private company – if you are a sole trader or in a partnership other than a legally incorporated partnership, we will be unable to offer you a seat.

When you register, we will ask you for your corporate email address, which we will share only with the event sponsor(s). See our privacy policy.