Over 50 speakers took part in Customer Contact Week (CCW) Disrupt 2021 to help guide delegates on how to develop a customer experience strategy for their contact centres that is adaptable in the face of disruption.
Opening the conference to share their 2020 journey was Stacey Tomasoni, managing director, Connect, Datacom, and a panel of distinguished international guests on the topic of Pivoting our Contact Centre Strategy During Times of Disruption to Remain CX Champions Shaping the Business.
Watch Stacey and other panellists reveal what they would have done differently to prepare for the same level of disruption caused by COVID-19.
The key learnings from this session include:
- How to shift from reactive to proactive in your customer experience strategy to drive customer loyalty no matter the times
- How to maintain loyalty and trust for both your teams and customers to mitigate consumer panic in the wake of increasing change
- How to improve your business continuity plan to address all levels of disruption
- How to reassess KPI (key performance indicators) and measurement models: what to look for and consider.